L1 & L2 IT Monitoring Specialists

Job Description One of our US based client is looking for L1 and L2 IT Monitoring Specialists. Client sector: Healthcare (US-based) Engagement: Full-time, remote, minimum 1 year Billing: Hourly Purpose of the Role: The team monitors systems, applications, and alerts during US nighttime hours, detects issues, and escalates them to the right technical team through documented procedures. This is a monitoring and escalation function, not a software development position. No coding skills are required. Roles and Responsibilities: L1 IT Monitoring Specialist: Monitor systems, applications, dashboards, and alerts to confirm normal operations Identify unusual behavior, errors, outages, and potential technical issues Acknowledge and assess alerts in line with established procedures Escalate incidents and critical alerts to the appropriate technical or engineering team in a timely manner Document incidents, observations, and actions taken in the monitoring or ticketing system Follow Standard Operating Procedures (SOPs) and escalation protocols Maintain accurate incident logs and prepare shift handover reports Communicate system status clearly to team members and technical personnel Perform basic troubleshooting only when guided by documented procedures Complete monitoring activities consistently throughout the assigned shift L2 IT Monitoring Specialist: Reset or restart servers in accordance with documented client procedures and approvals Handle escalations from L1 and validate issues before engaging engineering teams Apply documented troubleshooting steps and runbooks with greater independence Guide L1 team members during shifts Qualifications and Skills: Required (L1 and L2): Basic understanding of IT systems, networks, applications, and operating systems Strong attention to detail and ability to recognize unusual system behavior Good written and verbal English communication Ability to follow technical instructions, SOPs, and escalation procedures Problem-solving skills and willingness to learn Reliable internet connection and a suitable remote-work environment Willingness to work rotational shifts, weekends, and US public holidays Preferred (L1 and L2): Prior experience in IT monitoring, NOC, help desk, technical support, or IT operations Experience in a 24/7 IT operations or monitoring environment Monitoring tools such as Zabbix, PRTG, Nagios, Datadog, Grafana, or similar Ticketing platforms such as Jira Service Management, ServiceNow, or similar Basic knowledge of incident management, system availability, network connectivity, and server monitoring Additional for L2: 2 to 4 years of experience in NOC, IT operations, or infrastructure support Hands-on experience with Windows and/or Linux server environments Working knowledge of incident management and escalation workflows Prior experience as a team lead or shift lead is a plus; no separate Team Lead position is required Specific tool experience is not mandatory for candidates with relevant monitoring experience and a willingness to learn Compliance and Security: Maintain strict confidentiality of systems, data, and any sensitive information encountered Complete data-privacy and security awareness training (HIPAA awareness is an advantage) Sign an NDA and comply with client security policies Pass background verification as required by the client Work from a secure, private environment with a reliable internet connection #J-18808-Ljbffr Taraki Remote Roles