Infrastructure Monitoring Analyst (Tier 2) (7065)

WillDom Global, LLC.; Boca Raton (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

WillDom Global, LLC. is seeking Infrastructure Monitoring Analysts with 2–3 years of hands-on experience in monitoring, troubleshooting, and supporting enterprise server, client, and network infrastructure.

The ideal candidate will have a T-shaped background with core expertise in one domain (server/client or networking) and practical knowledge in the other. Responsibilities include validating alerts, collecting diagnostic evidence, and isolating incident sources before escalation.

Qualifications

• 2–3 years hands-on experience in monitoring, troubleshooting, and supporting enterprise server, client, and network infrastructure.
• Strong in network with practical knowledge of servers; able to isolate issues across OS, virtualization, storage, and network layers.
• Familiarity with ITSM processes and incident documentation; experience with ServiceNow or similar platforms.

Responsibilities

• Monitor day-to-day server, virtualization, storage, backups, and network operations to ensure service availability.
• Validate alerts, perform root-cause analysis, and triage incidents across the infrastructure stack.
• Serve as Tier 2 escalation point for OT server, client, and network incidents.
• Document diagnostics, evidence, and remediation steps in ServiceNow before escalation.
• Verify patching and health post-reboot; execute operational checklists.
• Contribute to monitoring optimization and internal technical documentation.

Skills

Server/Client Infra

Network Infra

Monitoring Tools

ITSM & ServiceNow

Tools

SolarWinds

Zabbix

SCOM

ServiceNow

Wireshark

Job description

Two resources need to cover ~ US office hours Mon-Sun. Two additional resources to cover off-hours shifts (they need to cover 24-7 together). Preferred on-site. Not mandatory. 2-3 yrs of experience minimum. Prefer candidates who have knowledge/exp in both areas (server-network, network server) not expected to be experts, but to be close to universal. Strong in network, basic on servers ... or opposite.

Overview

We are looking for Infrastructure Monitoring Analysts with 2 to 3 years of hands‑on experience in monitoring, troubleshooting, and supporting enterprise server, client, and network infrastructure.

The ideal candidate possesses a "T-shaped" technical background, demonstrating solid core expertise in one domain (either Server/Client or Networking) along with practical, functional knowledge in the other. You will be responsible for validating alerts, collecting diagnostic evidence, and isolating whether incidents stem from operating systems, virtualization platforms, storage, hardware, or network/firewall dependencies before initiating resolution or technical escalations.

Key Technical Qualifications

1. Server & Client Infrastructure

   • Operating Systems: Windows Server administration, operational monitoring, OS patching, reboot validation, event log analysis, and basic Linux server troubleshooting.
   • Virtualization & Hardware: Practical knowledge of physical/virtual server infrastructure (VMware ESXi, vCenter, or equivalent).
   • System Health: Active monitoring of CPU, memory, disk utilization, system services, hardware health, and backups.
   • Scripting: Basic PowerShell (or comparable scripting) for repetitive operational checks, log retrieval, and automated reporting.

2. Network Infrastructure

   • Core Protocols & Services: TCP/IP, IPv4 addressing, subnetting, DNS, DHCP, VLANs, NAT, routing, and switching.
   • Network Devices & Connectivity: Monitoring routers, switches, firewalls, wireless controllers, WAN/LAN links, VPNs, and ISP connectivity (primarily in Cisco environments).
   • Diagnostics & Analysis: Hands‑on connectivity troubleshooting and packet capture analysis using tools like Wireshark, ping/traceroute, and netstat.

3. Enterprise Tooling & ITSM Processes

   • Monitoring Tools: Hands‑on familiarity with enterprise platforms such as SolarWinds, Zabbix, SCOM, HPE OneView, or equivalent.
   • ITSM & Escalation: Incident logging, evidence gathering, ticket documentation, and technical escalation using ServiceNow (or similar ITSM platforms).
   • ITIL Framework: Understanding of ITIL Incident, Problem, Change, and Knowledge Management workflows.

Primary Role Responsibilities

• Continuous Operational Support: Monitor day‑to‑day server, virtualization, storage, backup, and network operations to ensure maximum service availability.
• Alert Validation & Triage: Investigate incoming system and network alerts, perform root‑cause isolation across the infrastructure stack, and eliminate false positives.
• Tier 2 Escalation: Act as a Tier 2 escalation point for Operational Technology (OT) server, client platform, and network infrastructure incidents.
• Incident Documentation: Record comprehensive context, technical evidence, diagnostic findings, and troubleshooting steps in ServiceNow prior to escalating to senior resolver teams, vendors, or ISPs.
• Routine Maintenance: Validate system patching, verify post‑reboot health, check backup jobs, and execute operational checklists.
• Service Improvement: Identify recurring alerts and contribute to monitoring optimization, problem management, and internal technical documentation.

Shift & Coverage Requirements

This role operates within a multi‑resource shift model providing 24/7 continuous coverage.

• Coverage Models: Positions will be assigned to either US Office Hours (Mon‑Sun coverage) or Off‑Hours / Overnight / Weekend shifts.
• Flexibility: Candidates must be comfortable working in a shift‑based rotation and collaborating across global time zones and technical teams.

Desired Professional Characteristics

• Communication: Effective written and verbal English skills for technical documentation and cross‑team coordination.
• Problem‑Solving: Strong analytical mindset with the drive to investigate issues end‑to‑end rather than working in an isolated technical silo.
• Proactive Ownership: Customer‑focused mindset with the initiative to communicate proactively during service disruptions.
• Adaptability: Eagerness to expand complementary server or networking skills over time.