L1 & L2 IT Monitoring Specialists - Taraki Remote Roles

Our client Taraki Remote Roles is hiring a L1 & L2 IT Monitoring Specialists in .

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

Specific tool experience is not mandatory for candidates with relevant monitoring experience and a willingness to learn

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

Compliance and Security:
Because the client operates in healthcare, all resources must
• 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