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, can’t 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; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re 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, that’s our goal every day. Because that’s what industry leaders do. Whether you’re 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 don’t hesitate to apply. We’d 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!