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
