Monitoring

Monitoring Support Jobs

3 jobs found

4d ago

Technical Support Engineer

DataBank Dallas, TX 🇺🇸 Remote

Dallas, TX

4d ago

Full time Active Directory Cloud Platforms Customer Support

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Job Description

DataBank is hiring for an overnight Technical Support Engineer role in Dallas, TX (remote). In this position, you will serve as a primary technical contact during overnight hours, helping keep customer systems stable through monitoring, incident response, patch management, and scheduled maintenance designed to meet SLA requirements.

What You’ll Do Overnight

Act as the primary point of contact for overnight customer incidents submitted through the DataBank portal or by phone.
Monitor and respond to alarms for both internal and customer systems, including proactive monitoring of production systems for performance issues, failed hardware, alert conditions, and other business-impacting events.
Troubleshoot issues across virtual platforms and virtual infrastructure, including vCenter and vCloud, and perform approved maintenance activities within the VMware environment.
Investigate and resolve network issues related to routing, firewalls, and load balancers, and escalate to Tier 2 when needed.
Complete overnight service requests for account creations and modifications, including Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP.
Adjust resources for IaaS and PaaS customers, including RAM, CPU, and disk space, to meet customer requirements.
Execute approved patch management cycles for Windows and Linux server environments during overnight maintenance windows, including OS-level security patches, hotfixes, and cumulative updates using tools such as WSUS, SCCM, or equivalent platforms.
Validate patch deployment success, review system health after patching, and document outcomes for each patching cycle.
Coordinate with the day-shift team and follow the change management process to ensure patching activities are pre-approved and scheduled appropriately.
Identify patch failures or systems requiring remediation, and escalate unresolved issues with full documentation to the next shift.
Maintain patching logs and contribute to monthly compliance reports for customer environments.
Run scheduled maintenance tasks during approved overnight windows, including server reboots, firmware updates, storage provisioning, and configuration changes.
Perform and document decommissioning and provisioning activities for physical and virtual servers as scheduled.
Support backup verification and restore testing using tools such as Veeam, Commvault, or equivalent platforms, escalating failures immediately.
Handle DNS creation and modifications as part of scheduled change requests.
Communicate maintenance activities with customers in advance and provide clear status updates through completion.
Complete shift handoff documentation that summarizes maintenance performed, incidents responded to, and items requiring day-shift follow-up.
Support Microsoft Windows-based server systems and associated technologies, including server clustering, DHCP, DNS, WINS, and DFS.
Maintain and configure Microsoft Active Directory, including users, groups, group policies, replication, interoperability with disparate directory structures, and security methods.
Provide technical assistance to DataBank customers for the support and management of Windows and Linux servers.
Perform ticket escalations to appropriate IT teams within DataBank and coordinate with on-call engineers for critical overnight incidents.
Contribute to team standards, policies, procedures, documentation updates, and runbooks, and identify efficiencies to improve overnight processes.

What You Bring

Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
3+ years of experience in the Information Technology field.
2+ years working with Windows and/or Linux platforms, with ability to troubleshoot network connectivity issues at both the application and server OS level.
2+ years of knowledge of virtual infrastructure technologies, specifically VMware vSphere and vCenter Administration.
Hands-on experience with patch management tools such as WSUS, SCCM, or equivalent, including patch scheduling, compliance reporting, and rollback procedures.
Experience executing scheduled maintenance tasks and change management procedures in an enterprise environment.
Experience managing and configuring Active Directory, including users, groups, group policies, replication services, and folder redirection.
Experience with network monitoring tools (e.g., Zabbix, ScienceLogic, SolarWinds, Nagios).
Experience with routers, switches, firewalls, and load balancers, including knowledge of TCP/IP network administration and troubleshooting.
Experience supporting Microsoft products including SharePoint, Office 365, and SCCM.
Fundamental backup and patching knowledge; familiarity with Veeam or Commvault is a plus.
Understanding of authentication mechanisms, including MFA and the OSI model.
Scripting experience with Python, PHP, or PowerShell is a plus, especially for automating patch or maintenance tasks.
Experience with Ansible is a plus.
Excellent troubleshooting and problem-solving skills, strong written communication for shift handoff documentation, and the ability to prioritize and meet deadlines.
Ability to work independently with minimal supervision during overnight hours.
Reliable and punctual with comfort maintaining a consistent overnight shift schedule.
Superior customer service skills and clear communication with customers during off-hours maintenance activities.
Strong organization and a self-starter who performs well in a structured, process-driven environment within a growing enterprise.

Benefits

Health, Vision and Dental Insurance Packages
Short-Term and Long-Term Disability Insurance
Life Insurance
401k with company match
3 weeks Paid Time Off and Paid Holidays

Schedule

This is a full-time overnight position.
Shift hours and specific days will be discussed during the interview process.
The role requires consistent availability during overnight hours and may include weekend coverage as part of the team’s rotation.

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1mo ago

Monitoring Technical Support Specialist Bilingual Spanish

The GEO Group Anderson, IN

Anderson, IN

1mo ago Closed

$17 - $19/hr Full time Contact Center Customer Support End User Support

This position is no longer accepting applications (closed Aug 7, 2026).

Job Description

The GEO Group is seeking a bilingual Monitoring Technical Support Specialist to join the onsite team in Anderson, IN. This role offers an hourly rate of USD 17 to 19 and a comprehensive benefits package designed to support your health, finances, and career growth. You will handle inbound calls, process alerts, and troubleshoot hardware and software for customer equipment, acting as a liaison across Monitoring Operations, Monitoring Customer Service, Training, and other departments.

Benefits

2 weeks vacation and 56 hours sick
15 Paid Holidays
401(k) Matching
Health Insurance
Vision Insurance
Life Insurance
Health Savings Account
Tuition Reimbursement
Employee Discount
Reduced Tuition Rates
Disability Insurance
Employee Assistance Program
401(k)
Pet Insurance
Dental Insurance
Paid Training
Flexible Spending Account

Responsibilities

Accept inbound phone calls from contracted agency personnel
Process alerts according to contract requirements and provide timely, accurate troubleshooting of elevated hardware and software issues with customer equipment and systems
Serve as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required
Process alerts and respond to customer inquiries by phone or email, including special accounts requiring a high level of service
Accept inbound calls, troubleshoot, diagnose, and escalate hardware and software issues as necessary
Provide advanced troubleshooting and support on customer hardware and software for all monitoring operations departments
Communicate status updates on hardware and software issues to internal departments and management
Recommend efficiencies or solutions for issues with hardware and software platforms
Ability to communicate technical troubleshooting concepts to a non-technical audience and ensure understanding
Perform other duties as assigned

Requirements

High School Diploma or GED required
At least two (2) years’ experience in an information technology support/helpdesk role preferred
Bilingual English/Spanish required
United States citizenship required
Must live in the US 3 of the last 5 years (military and study abroad included)
Proficiency in Microsoft Word and Excel
Basic knowledge of hardware and software platforms and the ability to quickly acquire solid knowledge of Company electronic monitoring products
Intermediate level IT and troubleshooting skills
Strong oral and written communication skills in both English and Spanish
Ability to communicate technical concepts to a non-technical audience
Flexibility in handling special projects and assignments
Must be self-motivated with the ability to work independently
Strong ability to diagnose, analyze, troubleshoot and resolve technical issues
Ability to provide technical mentoring to peers
Ability to meet deadlines and prioritize appropriately
Ability to work with computers and the necessary software typically used by the department

Technologies

Microsoft Word
Microsoft Excel

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2mo ago

Technical Support Representative

Citynet LLC Bridgeport, WV

Bridgeport, WV

2mo ago Closed

$15+/hr Full time Coldfusion Contact Center Customer Service

This position is no longer accepting applications (closed Jun 25, 2026).

Job Description

Technical Support Center Representative role with Citynet LLC in Bridgeport, WV, onsite, focusing on inbound calls, ticketing, monitoring, and customer communications to support digital phone services and related solutions.

Responsibilities

Answer inbound calls related to new signups, cancellations, and troubleshooting for digital phone service and other business solutions.
Place callbacks on assigned tickets to verify service status or follow up after outages.
Contact past due accounts for ISP and VOIP customers 45 days behind on payments or for ACH payment issues, continuing until resolution or suspension if necessary.
Perform collections outreach on accounts with canceled status for 30+ days with outstanding balances.
Handle collections tickets to pursue unresolved balances after cancellation periods.
Post customer checks to the correct accounts and reconcile postings with iTraxx reports after processing.
Prepare and mail customer invoices, including return envelopes and proper sealing and stamping.
Directly manage tickets assigned by Technical Support Center Supervisors in a timely manner.
Monitor NetPulse alerts and notify the designated contact by phone or email if a device is down or not communicating, unless noted otherwise.
Inform customers of upcoming maintenance performed by Citynet and its vendors.
Monitor tickets, servers, routers, and circuits during shifts and assist customers as needed, communicating outages to on‑call personnel.
Document trouble reports for expedient resolutions and, when necessary, contact a local exchange carrier to open, update, or escalate issues.
Coordinate shipping related tasks for Digital Phone Service equipment, including emailing return labels and managing related tickets.
Review Citynet Global Mailboxes and act on messages as appropriate.
Prepare a Midnight Shift Report before the end of a midnight shift (8:00 am) detailing active transport tickets, critical service status, Nagios and Solar Winds indicators, and upcoming maintenance.
Maintain cleanliness of the kitchen and call center areas, including routine housekeeping tasks.

Requirements

An associate degree in technology, business management, or a related field, or equivalent experience, is preferred.
Strong word processing and computer skills, solid communication abilities, and familiarity with standard office equipment.
A valid driver’s license is preferred.

Technologies

NetPulse
iTraxx
Solar Winds
Nagios
ColdFusion

Benefits

401(k) with matching
Dental insurance
Disability insurance
Health insurance
Health savings account
Life insurance
Long term disability
Paid time off
Vision insurance

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