NOC Support Engineer II

Description:

Reporting to the Support Lead, you will need to provide L2 level of support to MRI cloud infrastructure, monitor alert, triage, and resolve the incidents, escalate to appropriate teams if issues are not resolved.

The day-to-day responsibilities will include:

Continuously Monitor IT Infrastructure, work on alerts and resolve. Escalate the issues to next level if required.

Work experience on Infrastructure monitoring tools like - Logic Monitor, Kaseya, Nagios and New Relic

Monitor application performance from New Relic and act on alerts, resolve

Prepare weekly reports, monthly reports of alerts / tickets worked on and calculate SLA and review performance

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Restoring a failed IT Service as quickly as possible and update the client

Incident Management based on ITIL process

Prioritise and manage multiple tickets related to different technologies where you are requested to work as per the client requirement

Ensure that any technical issues on a service ticket are escalated efficiently and resolved as quickly as possible

Change Management and Release management process based on ITIL

Track computer system issues through to resolution, within agreed time limits and update the ticketing tool

Ask customers targeted questions and deal with them through a series of communications and updates until the issue is get resolved.

Provide prompt and accurate feedback to customers and update the client about the resolution

Refer to internal databases, knowledgebase or external resources to provide accurate tech solutions without violating the SLA

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Technologies:

Windows Server Administration 2008R / 2012 / 2012R2 / 2016

Microsoft Office 365

Microsoft 2010 / 2013 / 2016

Backup Technologies,

o Veeam Backup and Replication 9/ 9.5/

o Zerto backup Exchange

o Quest Rapid Recovery

Hypervisor - VMWare vSphere 6 / 6.5 / 6.7

Networking - Cisco, FortiGate, Meraki

Cloud Services - Azure, AWS, Forcepoint

Citrix - XenApp, NetScaler, Provisioning Services

ITIL

End point protection, Sophos and Kaspersky

IT Infrastructure Monitoring tool, Logic Monitor, SolarWinds and PRTG Network monitor, Kaseya

Microsoft SQL Server / 2008/2014/2016

ADFS /DFS / IIS and Print Servers

Storages and SAN Devices, Dell/ QNAP/ HP

Remote Server Management - Kaseya, RDP, VNC

Activities:

Daily Server health check monitoring and update

Backups Administration - Checking and troubleshooting of backup jobs

Active Directory Account Administration (Account additions / changes)

Technical Information gathering for service delivery reporting

hardware failures to third party vendors

Responding to monitoring alerts and fix the issues

Troubleshooting Escalating Windows Server related issues

Printer troubleshooting

Windows server patching

Email Spam Management

Firewall Administration

Operation - NOC is 24*7*365 operation covering most of the MRI geographical regions, work 5 days in a week, 2 days week-off (not necessarily on Sat-Sun) and work on public holidays for which comp off will be provided.

Benefits:

Ability to learn leading technical / industry standards and technologies

Annual performance-related bonus

6x Flexi Time offs: knock 2.5 hours off your day on any day

Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!

If youre ready for your next adventure in software development and want to join a dynamic and growing team, apply now! At MRI Software India, we believe in having fun while getting the job done and were committed to providing our employees with an enjoyable and challenging work environment.

About the business:

MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business.

Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3000 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer