IT Monitoring Analyst

at  Commercial

As an IT Monitoring Analyst at Commercial, you will be responsible for our ConnectWise RMM and Auvik Network Monitoring platforms which is deployed to c.2,500 endpoint devices. This role is essential for ensuring our clients receive a proactive IT support service in line with their support contract and will be responsible for the configuration and troubleshooting of monitoring alerts within the platform and client networks.

ABOUT US

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.
Commercial are business transformation specialists. We transform business impacts and experiences by applying original thinking to everyday practices.
We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, and PPE, Facilities and Workwear.
We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.
We are #commercialbynature.

• Be the primary point of contact for the configuration of new and existing devices on the ConnectWise RMM and Auvik monitoring platforms.
• Triage and investigate proactive monitoring alerts until resolution.
• Manage and maintain the update and upgrade cycle for our proactive monitoring tooling.
• Own, develop and manage the Patch Management and Asset Management functionality and process for our clients.
• Provide in-house and client facing training on best practice, hints, tips and tricks for the monitoring platform.
• Develop our service offering, reviewing existing tooling for areas for improvement.
• Flag potentially impacting performance and capacity issues to key client and internal stakeholders and support teams.
• Provide support for internal and external IT support teams to resolve incidents and problems raised via the proactive monitoring platform.
• Assist with incidents and service requests with the 1st line team when required.
• Develop existing customer relationships and build a rapport with new clients.
• Flag high priority/urgent issues to the Head of Support.
• Document procedures/processes and contribute to the knowledgebase.
• Build monthly reports to proactively highlight trend and analysis.
• Follow IT procedures e.g., ITIL and strictly comply with our policies.