IT Service Desk and Monitoring with Zabbix Experience

The Opportunity

Join the IT Service Desk and Monitoring team to provide end-to-end user support, proactive monitoring, and hands-on Zabbix administration. The role rotates between two separately scheduled functions: Service Desk support and IT Monitoring. You will work in one assigned function per shift while maintaining competence in both. The successful candidate must be able to provide Level 1 and/or Level 2 operational support for Zabbix, including alert handling, troubleshooting, configuration, and routine platform administration within approved access and change controls.

What You Will Do

• Act as the first point of contact for users through phone, email, chat, and the ticketing system.
• Own user issues through resolution, covering workplace and business applications, devices, operating systems, peripherals, accounts, access, connectivity, collaboration tools, and related services.
• Diagnose and resolve incidents and requests, install approved software, support device setup and replacement, and perform authorized account and access activities.
• Coordinate internal teams and vendors when specialist support is needed, keep users informed, and verify service restoration before closure.
• Monitor systems, servers, networks, applications, and services in Zabbix; validate and acknowledge alerts; assess impact and severity; perform structured initial triage; and escalate based on documented procedures.
• Provide Level 1 and/or Level 2 Zabbix support by executing approved runbooks and standard remediation actions, troubleshooting monitoring and agent issues, collecting diagnostic evidence, and verifying recovery before closing monitoring events.
• Administer Zabbix within the assigned support scope, including hosts, host groups, templates, items, triggers, discovery rules, user access, maintenance periods, actions, media types, dashboards, maps, and reports.
• Support Zabbix server, proxy, agent, and database-related monitoring issues; identify configuration, connectivity, performance, and data-collection problems; and coordinate Level 3 or vendor escalation when required.
• Support major incident activities through timely escalation, contact engagement, incident documentation, status information, and action tracking.
• Maintain high-quality tickets, monitoring records, knowledge articles, reports, and complete shift handovers.
• Identify recurring user issues, incidents, alert noise, false positives, monitoring gaps, and opportunities to improve Zabbix templates, triggers, thresholds, dashboards, and operational procedures.

Access and Authority

• Perform authorized support and administrative activities for end-user applications, devices, accounts, access, connectivity, and related workplace services.
• Take approved corrective actions, coordinate relevant support teams, and retain ownership until resolution or formal handover.
• Perform authorized routine Zabbix administration and escalate changes requiring higher privileges, specialist expertise, or approval, while following security, access, and change-management controls.

What You Bring

• Bachelor's degree in BS IT, Computer Science, or a related field, or an equivalent combination of relevant education, certifications, and professional experience.
• Working experience in IT Service Desk, IT Operations, Monitoring, or IT Support, including hands-on responsibility for an enterprise monitoring platform.
• Required hands-on Zabbix administration experience at Level 1 and/or Level 2 support, including alert acknowledgement and investigation, maintenance or suppression handling, host and template configuration, item and trigger review, agent or proxy troubleshooting, dashboard use, user access administration, and escalation with complete diagnostics.
• Hands-on experience with an ITSM platform such as GLPI, ServiceNow, Jira Service Management, or a comparable tool.
• Working knowledge of end-user devices, Windows environments, workplace and business applications, Microsoft 365, networking, identity and access, and application support.
• Working knowledge of Linux, TCP/IP, DNS, DHCP, VPN, remote-support tools, logs, and basic scripting or command-line diagnostics relevant to Zabbix troubleshooting.
• Strong troubleshooting, analytical, documentation, and communication skills, with the ability to work within SLAs, procedures, quality standards, and shift schedules.

Preferred

• Experience with other monitoring platforms such as Nagios, PRTG, or SolarWinds, and experience integrating Zabbix with ITSM or notification tools.

Nice to have

• ITIL Foundation or an equivalent IT service management certification.