IT Monitoring and Remote Support Analyst

IT Monitoring and Remote Support Analyst

Company: Reese IT Services, Inc.
Employment Type: Independent Contractor
Work Arrangement: On-site
Location: General Trias, Cavite
Schedule: Rotating Shift

About the Role

Reese IT Services, Inc. is looking for a proactive and detail-oriented IT Monitoring and Remote Support Analyst who will be responsible for monitoring client IT environments, responding to system alerts, performing remote troubleshooting, and ensuring that endpoints, servers, networks, and critical IT services remain stable and available.

The ideal candidate has hands-on experience with Atera or a similar Remote Monitoring and Management platform and can independently assess alerts, resolve common technical issues, and escalate incidents when necessary.

Key Responsibilities

• Monitor endpoints, servers, network devices, and IT services through the Atera RMM platform.

• Review and respond to alerts involving CPU, memory, disk utilization, disk health, temperature, service availability, connectivity, and system performance.

• Perform initial troubleshooting and remote remediation of hardware, software, operating system, and network-related issues.

• Connect remotely to user devices and servers to diagnose and resolve technical problems.

• Manage, prioritize, update, and document incidents and service requests in the ticketing system.

• Perform Windows patching, software deployment, maintenance activities, and endpoint health checks.

• Monitor antivirus, endpoint protection, backup status, Windows services, event logs, and system availability.

• Create and maintain automation scripts, monitoring thresholds, alert profiles, and remediation procedures.

• Identify recurring incidents and recommend permanent fixes or preventive measures.

• Escalate complex, critical, or security-related incidents to senior engineers or the appropriate technical team.

• Communicate clearly and professionally with clients and internal stakeholders regarding incidents, service interruptions, and resolution progress.

• Maintain accurate technical documentation, troubleshooting guides, and standard operating procedures.

• Participate in scheduled maintenance, after-hours support, and incident response activities when required.

• Ensure that all activities comply with company security policies, service-level agreements, and client requirements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field. Relevant technical experience may be considered in place of a degree.

• At least 1–2 years of experience in IT support, service desk, network operations, systems monitoring, or managed IT services.

• Hands-on experience with Atera RMM and PSA is strongly preferred.

• Experience with other RMM or PSA platforms such as NinjaOne, ConnectWise, Datto, Kaseya, ManageEngine, or SuperOps is an advantage.

• Strong knowledge of Windows 10/11 and Windows Server environments.

• Working knowledge of Microsoft 365, Active Directory, Entra ID, networking, DNS, DHCP, VPN, antivirus, endpoint security, and backup systems.

• Familiarity with system performance metrics, event logs, patch management, disk monitoring, and endpoint troubleshooting.

• Experience using remote support tools and ticketing systems.

• Basic PowerShell or scripting knowledge is an advantage.

• Good written and verbal English communication skills.

• Strong analytical, troubleshooting, documentation, and time-management skills.

• Ability to work independently, follow escalation procedures, and manage multiple alerts and tickets.

• Willingness to work on shifting schedules, weekends, holidays, or after-hours support when required.

Preferred Certifications

Any of the following certifications will be an advantage:

• CompTIA A+, Network+, or Security+

• Microsoft 365 Certified

• Microsoft Azure Fundamentals

• ITIL Foundation

• Atera Academy certifications

• Relevant networking, cybersecurity, or technical support certifications

Key Performance Indicators

• Alert response and acknowledgement time

• Incident resolution time

• First-contact or remote resolution rate

• Ticket documentation quality

• SLA compliance

• Accuracy of alert assessment and escalation

• Endpoint patching and health compliance

• Reduction of recurring incidents

• Client satisfaction and communication quality

What We Offer

• Opportunity to work with multiple client IT environments

• Hands-on experience with cloud, endpoint, infrastructure, and cybersecurity technologies

• Technical training and professional development

• Career growth within a managed IT services organization

• Collaborative and supportive technical team

• Competitive compensation based on skills and experience

How to Apply

Interested applicants may submit their updated résumé and a brief summary of their experience with Atera, RMM platforms, remote troubleshooting, and IT monitoring.

Join Reese IT Services, Inc. and help us deliver reliable, proactive, and responsive IT support to our clients.