NOC Support Engineer II

Overview

Provide L2 level support for MRI cloud infrastructure, monitoring alerts, triaging and resolving incidents, and escalating to the appropriate teams when issues are not resolved. Reports to the Support Lead.

What you'll do

• Continuously monitor IT infrastructure, work on alerts and resolve them; escalate issues to the next level if required.
• Monitor application performance from New Relic and act on alerts to resolve them.
• Prepare weekly and monthly reports of alerts and tickets worked on, 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.
• Restore failed IT services as quickly as possible and update the client.
• Manage incidents based on ITIL processes.
• Prioritise and manage multiple tickets across different technologies as required by the client.
• Ensure technical issues on service tickets are escalated efficiently and resolved as quickly as possible.
• Follow Change Management and Release Management processes based on ITIL.
• Track computer system issues through to resolution within agreed time limits and update the ticketing tool.
• Ask customers targeted questions and communicate with them until the issue is 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 technical solutions without violating the SLA.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Perform daily server health check monitoring and updates.
• Administer backups, including checking and troubleshooting backup jobs.
• Administer Active Directory accounts (additions and changes).
• Gather technical information for service delivery reporting.
• Raise hardware failures with third-party vendors.
• Respond to monitoring alerts and fix the issues.
• Troubleshoot and escalate Windows Server related issues.
• Troubleshoot printers.
• Perform Windows server patching.
• Manage email spam.
• Administer firewalls.

What you'll need

• Work experience with infrastructure monitoring tools such as LogicMonitor, Kaseya, Nagios and New Relic.
• Experience with Windows Server Administration (2008R / 2012 / 2012R2 / 2016).
• Experience with Microsoft Office 365 and Microsoft Office 2010 / 2013 / 2016.
• Experience with backup technologies: Veeam Backup and Replication 9 / 9.5, Zerto backup Exchange, Quest Rapid Recovery.
• Experience with VMware vSphere 6 / 6.5 / 6.7.
• Networking experience with Cisco, FortiGate, Meraki.
• Cloud services experience with Azure, AWS, Forcepoint.
• Citrix experience: XenApp, NetScaler, Provisioning Services.
• ITIL knowledge.
• Endpoint protection experience with Sophos and Kaspersky.
• IT infrastructure monitoring tools experience with LogicMonitor, SolarWinds, PRTG Network Monitor, Kaseya.
• Microsoft SQL Server 2008 / 2014 / 2016.
• Experience with ADFS, DFS, IIS and print servers.
• Experience with storage and SAN devices from Dell, QNAP, HP.
• Remote server management experience with Kaseya, RDP, VNC.

Details

• Location: Bangalore, India (office).
• NOC operates 24x7x365 covering most MRI geographical regions.
• Work 5 days a week with 2 days off per week (not necessarily Saturday and Sunday).
• Work on public holidays, with comp off provided.