IT Monitoring Analyst

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.

Your responsibilities as an IT Monitoring Analyst will be:

• 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.

About you

• Demonstratable experience with ConnectWise RMM and Auvik is essential.

• A good understanding of IT in general, and the technical ability to troubleshoot basic IT infrastructure (primarily Windows Server) issues.

• Experience working with SNMP and WMI.

• Excellent telephone manner & customer facing skills.

• Organisational skills to follow procedures and complete tasks within given time frames using incident management tools.

• Ability to communicate technical information to the user estate with a genuine desire to assist the customer.

• Enthusiasm and drive to learn and progress.

• Attention to detail.

• Be motivated to achieve outstanding levels of customer service in a team environment.

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.

Benefits

We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial team, you will receive the following:

• A base salary of up to £25,000 per annum

• An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs

• Hybrid working structure with the flexibility to work from home for part of the week

• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service

• An enhanced family leave package to support you and your growing family

• Life Insurance that offers a payment equivalent to four times your annual salary

• Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy

• Free and expert mortgage and remortgaging advice for all members of the team, friends and families from leading broker Charles Cameron & Associates

• Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

Training and Development

We are committed to offering training and development opportunities for career growth, 86% of our Senior Managers and 80% of our Directors have been promoted within. This role could be a great starting point for someone who is looking to progress their career within an ambitious and growing company.

Diversity & Inclusion

Together, we are committed to attracting, including, inspiring, and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.

At Commercial, we look to hire the very best people for our roles. We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation. Even if you don’t feel you completely fulfil all the requirements for this vacancy, we still encourage you to apply. It is our commitment to provide equal opportunities for all.

Please visit our website for further information about us and to view our job applicant privacy notice.