Ikon Software Services
Farmington, MI
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Job Description :
Job Title: Enterprise Systems Monitoring Technician
Location: Eagan, MN (On-site – Hybrid 1 day/week)
Schedule: 11:00 PM – 7:00 AM CT (Includes weekends; training on day shift for first 2 weeks)
Job Type: Full-time | On-site

Job Summary:
Seeking an experienced Enterprise Systems Monitoring Tech to support large-scale computing infrastructure operations and incident management.

  • A minimum of thirteen (13) to twenty (20) years’ relevant experience.
  • Candidate must have lived in the US for the past 5 years.
  • A degree from an accredited College/University in the applicable field of services is preferred. four additional years of relevant experience in lieu of a college degree is required. If the individual's degree is not in the applicable field then four additional years of related experience is required.
  • Roles and Responsibilities:
    • Monitor day to day operation of large-scale computing infrastructure involving 300+ applications.
    • Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders.
    • Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
    • Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution.
    • Assist in triage and incident management with collection and analysis of performance metrics
    • Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
    • Compose and send notifications to management for incidents.
    • Monitor and execute incident and change requests.
    • Able to type and communicate in an effective manner.
  • Qualifications:
    To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
    • High School diploma or equivalent and 5 years additional experience OR Bachelor’s degree and minimum 1 year IT experience.
    • Past experience with help desk or Incident management.
    • Strong knowledge and understanding of networking
    • Basic understanding of Windows and Linux operating systems.
    • Ability to identify and relay information and symptoms detected by monitoring tools.
    • Ability to read and follow detailed instructions or procedures.
    • Effective communication skills
    • Must be able to obtain a Position of Public Trust Clearance – US Citizen or Permanent Resident (Green Card Holder) and must not have traveled outside the US for a combined total of 6 months or more in last 5 years.
    • Must have resided in the US for the last 5 years
    • Must be able to work from Eagan, MN location. No remote work from any other location.
  • Preferred Qualifications:
    • Bachelor’s Degree in Computer Science or associated discipline
    • Familiarity working with enterprise monitoring products
    • Working knowledge of IT Service Desk model.
    • Experience working in large-scale IT environment.
    • Experience in Critical Incident Management, including communication with various levels of executive management (i.e. VP) via phone or email.