NOC Support Engineer II

14 Minutes ago • All levels

Job Summary

Job Description

The NOC Support Engineer II will provide L2 level support to MRI cloud infrastructure, monitor alerts, triage, and resolve incidents, and escalate issues as needed. Responsibilities include monitoring IT infrastructure, working on alerts, preparing reports, researching solutions, diagnosing and troubleshooting technical issues, incident management based on ITIL process, and ensuring efficient escalation and resolution of technical issues. The role involves continuous monitoring of IT infrastructure, diagnosing and troubleshooting technical issues, and ensuring timely resolution of tickets. The role also includes change management and release management based on ITIL, updating ticketing tools, providing feedback to customers, and using internal databases to provide solutions.
Must have:
  • Experience with Windows Server Administration.
  • Experience with Microsoft Office 365.
  • Experience with Backup Technologies.
  • Experience with Hypervisor - VMWare vSphere.
  • Experience with Networking – Cisco, FortiGate, Meraki.
Perks:
  • Opportunity to learn leading technical / industry standards and technologies.
  • Annual performance-related bonus.
  • 6x Flexi any day : knock 2.5 hours off your day on any day
  • Engaging, fun & inclusive culture

Job Details

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
  • Prioritize 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 any day : 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 you're 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 we're 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 4000 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer

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About The Company

MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge. For more information, please visit http://www.mrisoftware.com.

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