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Technical
Edinburgh

Monitoring Analyst

Ref: 162| Posted: 11th May 2022

Lets start with the why…

If a great team culture, real focus on well-being and a desire to work for a supportive company that cares about its’ people is up there with training and career development – then come talk to us. Over the past year we have truly thrived – creating a formidable team, inspired by respected leaders. We understand that to fulfil our potential, we must nurture our talent and ensure we create a healthy, fun working environment.

The Who…

Pulsant is one of the UK's leading hybrid cloud specialists, providing trusted cloud, colocation and networking services with a core focus on security, resilience and connectivity. We have c340 employees based in our offices in London, Maidenhead, Manchester, Newcastle and Edinburgh.

We have big ambitions for the future – and want to speak to the right people with the right energy and values to take us there.

The What…

 The Monitoring Analyst works within Pulsant’s 24x7 Monitoring team.  The role is responsible for monitoring a wide range of Pulsant services, acting to prioritise and resolve alert tickets created within Pulsant’s ITSM ticketing system based on defined procedures.

The purpose of the Monitoring team is to maximise availability of services and to ensure that incidents are dealt with professionally and quickly.  Pulsant’s Monitoring team works closely with the Service Desks and Customer Support teams to continually improve ticket response, resolution and service availability.

This is a customer facing role and as such, excellent communication and service ethos is mandatory.

Responsibilities include:

  • Be the first point of contact for all alert tickets created in Pulsant’s ITSM ticketing system
  • Assess the impact and urgency to prioritise and act to resolve each alert based on defined procedures
  • Respond to each alert within the agreed Response SLA
  • Quickly escalate alerts that cannot be resolved to the appropriate customer support team in line with the Event Management process

Skills & Experience

  • Previous proven experience in a customer facing role
  • A willingness to work flexible hours - Shift work 24/7, with 12 hr shifts.
  • Excellent English language (both written and spoken)
  • High level of professionalism while communicating and dealing with customers and challenging work situations
  • Basic understanding of ITIL
  • A basic general understanding of most of the following: Networking, Firewall, VPN, Virtualisation (VMWare), Windows OS, Linux OS, Backup Software (Asigra/Veeam), Domain/DNS,
  • Knowledge of Infrastructure systems specifically event management

The What Next...

For insight into the team culture, community and collaboration at #lifeatpulsant – please check out our team posts on social channels. @lifeatpulsant

In addition to a great salary and the opportunity to work in a fantastic team focused work environment, we offer:

  • Market leading training
  • Hybrid working
  • Private Healthcare
  • Company Pension
  • Cycle to work scheme
  • Pulsant Rewards
  • Free breakfast & snacks

Apply today for a full Job Description

We have a commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone.