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NOC Support Engineer I

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Provide L1/L2 level of support to MRI cloud infrastructure, monitor alert, triage and resolve the incidents, escalate to appropriate teams if issues are not resolved.

Description:

Reporting to the Support Lead, you will need to provide L1/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 Exchange 2010 / 2013 / 2016
•    Backup Technologies, 
o    Veeam Backup and Replication 9/ 9.5/
o    Zerto backup 
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
•    Escalating hardware failures to third party vendors   
•    Responding to monitoring alerts and fix the issues
•    Troubleshooting 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

Set alert for similar jobsNOC Support Engineer I role in Vadodara, India
MRI Software Logo

Company

MRI Software

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

Software Development

Locations

Vadodara, Gujarat, India

Qualification

Bachelor

Applicants

Be an early applicant

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