Systems Administrator

MRI Software is looking to employ Network/Infrastructure/Applications Operations Center (NOC) engineers/technicians who have a passion for process and order, are precise in their work, and are continually looking for ways to improve upon existing infrastructure. Our NOC Engineer/Technician should also possess a strong ability to communicate with both MRI Internal employees and coworkers. We are a dynamic company with the need for dynamic individuals to help manage and grow the company.
- Follow direction of SaaS Operations Manager and NOC Manager
- Respond to alerts from monitoring systems and escalate or resolve as necessary per documentation
- Work with MRI internal Teams to resolve issues
- Maintain Standard Operating Procedures (SOP), Troubleshooting, ServiceNow/OneNote Knowledge Base documentation
- Maintaining a healthy and motivated office culture
- Maintaining internal systems to ensure updated and accurate information
- Managing outgoing communications to MRI, as needed
- Maintain certifications and acquire new certifications to maintain or build on company’s partnerships.
- Other duties as required

Skills & Other Requirements
- Proficient in Data Center Infrastructure and Applications
- Recognize, identify and prioritize incidents in accordance with MRI business requirements, organizational policies and operational impact.
- Provide timely response to all incidents, outages, cases and performance alerts per standard SLA’s through MRI ServiceNow ITSM system and Salesforce.
- Notify MRI and third-party service providers of issues, outages and remediation status
- Categorize issues for escalation to appropriate MRI technical teams.
- Development of knowledge and skills in network and system administration, particularly with regard to MRI own architecture and platforms.
- Collaborate with engineers and other analysts to solve problems and keep the Infrastructure and network functioning at a high level of efficiency.
- Create and maintain procedural documentation and monitoring alerts based upon requirements defined by development teams and Technical Operations/Engineering groups.
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Manage and maintain the MRI Monitoring Systems (these report on the status and performance of monitored components e.g. tools, devices, network, servers, DBs, OS, services etc.).
- Fault handling and escalation (identifying and responding to faults on MRI Monitoring systems and networks)
- Liaising with 3rd party suppliers - if required, handling escalation through to resolution).
- Monitoring and triaging. Strong ITIL (incident/service request, task, change management) knowledge.
- Maintenance of ServiceNow/OneNote SOPs and technical documentation (for NOC) of processes and procedures used throughout normal operations.
- Coordinate with Tier-2/3 Support for escalations, co-location, for all MRI issues.
- Ensure Manage Services deliverables as per expected KPIs, SLAs
- Follow all MRI Change management procedures
- Participate in a 24x7 call-out as & when required.
- Willing to work in 24X7 environment.
- Able to communicate effectively regarding computer issues
- Qualifications and Experience:

- A minimum of 12-18 months experience in a Technical Support or similar role.
- Good communicator with a natural aptitude for dealing with people.
- Competency in English language
- Good analytical and diagnostic skills.
- Basic Windows Powershell, Linux CLI, and Citrix skills. (Good to have)
- Works well in a busy team, being quick to learn and able to deal with a wide range of issues.
- Strong analytical skills and able to collate and interpret data from various sources.
- Ability to assess and prioritize faults and respond or escalate accordingly.
- Proven track record within a NOC, IT or ISP environment.
- ITIL V.3 Foundation Certified (Good To Have).
- Good academic background with a degree or equivalent experience in Information Technology.
- MRI is proud to be an Equal Employment Opportunity employer.