Scope
The Monitoring Engineer will operate across the infrastructure environment and will be responsible for the day-to-day monitoring and operational management of servers, endpoints, infrastructure hardware, and associated services.
The role will cover infrastructure monitoring, alert investigation, server and endpoint provisioning, patch management, hardware monitoring, firmware management, and operational troubleshooting.
The Monitoring Engineer will be expected to identify issues proactively, investigate problems to an appropriate level, and escalate complex issues to the relevant technical teams when required.
The role will also contribute to improving monitoring effectiveness, reducing unnecessary alerting, automating repetitive operational tasks, and maintaining accurate operational documentation.
Responsibilities and Duties
1. Infrastructure Monitoring
a. Monitor the health, availability and performance of the infrastructure and systems.
b. Monitor server CPU, memory, storage capacity and other infrastructure performance indicators.
c. Monitor availability of critical services and infrastructure components.
d. Investigate alerts and determine the likely cause and business impact.
e. Respond to operational alerts within defined service levels.
f. Escalate issues to the appropriate technical team when they exceed the scope of the role.
g. Identify recurring operational issues and recommend preventative measures.
h. Continuously review and improve monitoring thresholds and alerting to reduce unnecessary noise.
2. Server & Endpoint Provisioning
a. Install and configure new servers and endpoints in accordance with approved build standards.
b. Provision operating systems and standard software.
c. Configure systems for integration with management and monitoring platforms.
d. Ensure newly deployed systems are appropriately documented and registered within relevant management systems.
e. Perform system replacements, upgrades and lifecycle activities.
f. Work with Security to ensure systems meet required security configuration standards.
3. Patch Management
a. Deploy operating system and application patches in accordance with approved maintenance schedules.
b. Monitor patch deployment status and investigate failed or incomplete deployments.
c. Maintain appropriate patch compliance across managed systems.
d. Coordinate patching activities with relevant technical teams where required.
e. Identify systems that cannot be patched through standard processes and escalate appropriately.
f. Support emergency patching activities when required.
4. Hardware & Infrastructure Management
a. Monitor physical infrastructure and hardware health.
b. Administer and maintain Dell OpenManage Enterprise (OME).
c. Monitor hardware alerts and coordinate appropriate remediation.
d. Assist with hardware lifecycle management.
e. Perform firmware upgrades in accordance with approved maintenance procedures.
f. Monitor hardware licensing and associated infrastructure requirements.
g. Escalate hardware failures and coordinate with vendors where required.
5. Operational Troubleshooting
a. Investigate operational issues identified through monitoring systems and user reports.
b. Gather relevant logs, performance information and system data to assist with troubleshooting.
c. Identify the likely cause of operational issues before escalation.
d. Apply documented remediation procedures where appropriate.
e. Escalate complex issues with sufficient diagnostic information to allow efficient resolution.
f. Participate in root cause analysis of recurring infrastructure issues.
g. Document troubleshooting steps and resolutions.
6. Monitoring & Operational Tool Administration
a. Administer and maintain infrastructure monitoring and management platforms.
b. Maintain monitoring agents and ensure monitored systems are reporting correctly.
c. Identify monitoring gaps and recommend improvements.
d. Review and tune alert thresholds.
e. Maintain monitoring documentation and operational procedures.
f. Assist with the implementation of new monitoring capabilities.
g. Identify opportunities to automate repetitive monitoring and operational tasks.
7. Linux & Windows Infrastructure
a. Perform routine administration and maintenance of Windows and Linux systems within the scope of the role.
b. Support Linux patching and maintenance using automation tools such as Ansible.
c. Troubleshoot common Windows and Linux operational issues.
d. Assist with system configuration and lifecycle management.
e. Escalate issues requiring specialist infrastructure or application support.
8. Operational Security Support
a. Ensure systems are maintained in accordance with approved security and operational standards.
b. Support Security with the deployment and maintenance of security agents and controls.
c. Assist with remediation of vulnerabilities identified by the Security Team.
d. Support security-related patching and remediation activities.
e. Escalate security-related alerts or concerns to the Security Team.
9. Documentation & Continuous Improvement
a. Maintain accurate operational documentation and procedures.
b. Identify opportunities to improve operational processes.
c. Recommend improvements to monitoring and alerting.
d. Identify opportunities to automate repetitive tasks.
e. Participate in operational projects and infrastructure improvements.
f. Contribute to knowledge sharing within the Monitoring Team.
g. Maintain accurate records of infrastructure changes and maintenance activities.
Requirements for the Role
1. Technical
a. Strong understanding of IT infrastructure and system administration fundamentals.
b. Good understanding of Windows Server and desktop environments.
c. Working knowledge of Linux systems.
d. Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
e. Experience with infrastructure monitoring and alert management.
f. Understanding of server hardware and infrastructure.
g. Experience with patch management and system maintenance.
h. Ability to troubleshoot common infrastructure and operating system issues.
i. Ability to interpret system logs and monitoring information.
j. Familiarity with automation and scripting concepts.
k. Ability to follow established processes while identifying opportunities for improvement.
2. Professional / Behavioural
a. Strong problem-solving and troubleshooting skills.
b. Able to investigate issues before escalating.
c. Demonstrates curiosity and willingness to understand how systems work.
d. Able to work independently and manage assigned tasks through to completion.
e. Good attention to detail.
f. Comfortable working with structured processes and operational procedures.
g. Able to recognise when an issue falls outside their technical scope and escalate appropriately.
h. Good communication skills.
i. Able to work effectively with Operations, Security, Infrastructure and other technical teams.
j. Demonstrates a commitment to continuous learning and technical development.
k. Able to identify repetitive tasks and suggest opportunities for automation or improvement.
Qualifications / Experience
1. Essential
a. 2–4 years' experience in IT operations, infrastructure support, systems administration, monitoring or a related technical role.
b. Demonstrable experience supporting Windows environments.
c. Experience with server and endpoint provisioning.
d. Experience with patch management.
e. Experience working with infrastructure monitoring tools.
f. Experience troubleshooting operational and infrastructure issues.
g. Working knowledge of networking fundamentals.
h. Experience working within structured IT operational processes.
2. Advantageous
a. Experience with Dell OpenManage Enterprise or similar hardware management platforms.
b. Experience with N-able or similar RMM platforms.
c. Experience with Ansible or other configuration/automation tools.
d. Experience supporting Linux environments.
e. PowerShell, Bash or other scripting experience.
f. Experience with VMware, Hyper-V or other virtualisation platforms.
g. Experience in an MSP, IaaS, hosting or multi-tenant environment.
h. ITIL Foundation or similar operational qualification.
i. Microsoft, Linux+, CompTIA Server+ or equivalent certifications.