NOC Support Engineer II

Job Description:

Reporting to the NOC Engineer 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

About Us

From the day we opened our doors MRI Software has built flexible game-changing real estate software that powers thriving communities and helps make the world a better place to live work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that quite frankly cant be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were passionate about creating a work environment that makes you excited to show up every single day.

At MRI one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate thats our goal every day. Because thats what industry leaders do. Whether youre joining as a new Pride member or rejoining us after a short time away your talent is vital to us our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates so please dont hesitate to apply. Wed love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds including ethnicity religion sexual orientation gender identity disability age military veteran status and more.

We believe that Belonging is a direct result of Diversity Equity and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!