NOC Support Engineer

MRI Software — Bangalore, India Office

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

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