L1 & L2 IT Monitoring Specialist (Remote, US Night Shift)

About the role

A US-based healthcare client is hiring L1 and L2 IT Monitoring Specialists on a full-time, remote basis for a minimum of 1 year, paid hourly. 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 software development, and no coding skills are required.

Key responsibilities

• L1: monitor systems, applications, dashboards and alerts; identify errors, outages and unusual behaviour; acknowledge and assess alerts per procedure
• L1: escalate incidents and critical alerts to the appropriate engineering team and document everything in the monitoring or ticketing system
• L1: follow SOPs, maintain incident logs, prepare shift handover reports and perform basic troubleshooting only when guided by documented procedures
• L2: reset or restart servers per documented client procedures and approvals, handle escalations from L1 and validate issues before engaging engineering teams
• L2: apply documented troubleshooting steps and runbooks with greater independence, guide L1 team members during shifts and work with more autonomy

Required profile

• Basic understanding of IT systems, networks, applications and operating systems
• Strong attention to detail and good written and verbal English
• Ability to follow technical instructions, SOPs and escalation procedures, with problem-solving skills and willingness to learn
• Reliable internet connection and a secure, private remote-work environment
• Willingness to work rotational shifts, weekends and US public holidays
• Preferred: prior experience in IT monitoring, NOC, help desk, technical support or IT operations, including 24/7 environments
• Additional for L2: 2 to 4 years of experience in NOC, IT operations or infrastructure support, hands-on Windows and/or Linux server experience, and a team lead or shift lead background is a plus

Required skills

• Monitoring tools such as Zabbix, PRTG, Nagios, Datadog or Grafana (not mandatory)
• Ticketing platforms such as Jira Service Management or ServiceNow (preferred)
• Incident management, system availability, network connectivity and server monitoring basics
• Compliance: strict confidentiality, HIPAA awareness training, NDA, background verification and a secure home environment