{"id":3855152,"url":"https://alion.io/job/infinite-computer-solutions-client-tech-support-sr-associate-i","title":"Client Tech Support - Sr Associate I","company":{"id":1886342,"name":"Infinite Computer Solutions","domain":"infinite.com","url":"https://alion.io/company/infinite-com","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"BrassRing","truth_index":{"grade":"B","score":75,"open_postings":30,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AppDynamics","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"DNS","optional":false},{"name":"Dynatrace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Kibana","optional":false},{"name":"Linux","optional":false},{"name":"Nagios","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Splunk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Zabbix","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T16:37:46Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description - L2 Enterprise Monitoring Engineer Role Overview The L2 Enterprise Monitoring Engineer is responsible for advanced monitoring, incident analysis, and troubleshooting across infrastructure, applications, and network layers. This role acts as the primary resolver group for monitoring-triggered incidents and plays a key role in reducing alert noise, improving monitoring effectiveness, and driving faster resolution. L2 engineers are expected to go beyond SOPs-analyze, fix, and improve.\nKey ResponsibilitiesAdvanced Monitoring & Event Analysis\nPerform deep analysis of alerts generated from enterprise monitoring tools (SolarWinds, SCOM, Dynatrace, etc.)\nCorrelate multiple alerts/events to identify underlying issues (avoid symptom-based handling)\nFine-tune alert thresholds and suppress false positives\nIdentify gaps in monitoring coverage and recommend improvements\nIncident Troubleshooting & ResolutionTake ownership of P2/P3 incidents and support P1 (Major Incidents)\nPerform detailed troubleshooting across:Servers (Windows/Linux)\nNetwork (connectivity, latency, packet loss)\nApplications (availability, performance)\n\nExecute standard fixes, workarounds, and recovery actions\nEngage L3/OEM vendors when required with proper diagnostics\nMajor Incident Support (MIM)Support Major Incident calls by providing technical insights and updates\nPerform real-time troubleshooting and log analysis during outages\nEnsure quick identification of root cause or workaround\nProvide inputs for incident timelines and updates\nAutomation & Monitoring OptimizationCreate and enhance monitoring scripts, thresholds, and alert logic\nAutomate repetitive tasks using scripting (PowerShell / Shell / Python - basic level)\nDrive reduction in alert noise and manual effort\nContribute to continuous improvement initiatives\nKnowledge Management & DocumentationCreate and update Knowledge Base (KB) articles and runbooks\nDocument known errors and workarounds\nEnsure troubleshooting steps are reusable by L1 team\nCollaboration & EscalationAct as technical escalation point for L1 team\nGuide L1 analysts on triage and handling improvements\nCoordinate with cross-functional teams (Infra, App, Network, Cloud)\nEnsure proper escalation to L3 with complete diagnostics\nShift & OperationsParticipate in 24x7 rotational shifts (including weekends/on-call if applicable)\nEnsure high-quality shift handovers with actionable insights\nRequired Skills & QualificationsTechnical Skills (Core Expectation)\nStrong hands-on experience in:Windows & Linux server administration\nNetwork fundamentals (DNS, TCP/IP, routing basics)\nApplication monitoring concepts (APM tools like Dynatrace/AppDynamics preferred)\n\nStrong working knowledge of monitoring tools:SCOM / SolarWinds / Dynatrace / Nagios / Zabbix\n\nLog analysis skills (Event Viewer, syslogs, basic Splunk/Kibana exposure preferred)\nBasic scripting skills:PowerShell / Bash / Python (any one)\n\nProcess & FrameworksStrong understanding of ITIL:Incident Management\nEvent Management\nProblem Management (basic involvement)\n\nSoft Skills (Non-Negotiable)Strong communication-clear, structured, and confident (especially with US stakeholders)\nAnalytical thinking (must move beyond checklist-based work)\nOwnership mindset-drives issues to closure\nAbility to work under pressure during incidents\nExperience & Education3-5 years of experience in monitoring / infrastructure support / NOC\nBachelor’s degree in IT / Computer Science or related field\nITIL Foundation (preferred)\nRelevant certifications (Azure/AWS/Monitoring tools) - 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