NextGITS Looking for System and Network Administrator(L1-L2) at Jaipur, Rajasthan Full Time

Security Management:

• 24x7x365 – Monitor security tools for indicators of compromise and alert the Engineering team within 15 minutes of discovery of an active threat.

• Make sure the antivirus solution(s) is installed on all endpoints, escalate to the Help Desk team during business hour if the install fails

• Make sure the security solution(s) is installed on all required endpoints, escalate to the Help Desk team during business hour if the install fails

Incident Monitoring:

• Triage and acknowledge all Incident tickets within 15 minutes

• Notify the NextGITS team immediately and work to resolution if the ticket meets any of the below qualifications:

o Security event

o Multi-user Impact

o Issue is or could potentially cause revenue loss

o Medium or high reputational impact

o Issue has legal implications.

o Thoroughly document steps taken to resolve the issue in the ticketing system

Server Alerts:

• 24x7x365 – Monitor the ticketing/monitoring system for server alerts and acknowledge within 15 minutes.

• Work server alerts to resolution and escalate to the Engineering team as necessary.

• Acknowledge any user generated service outage within 15 minutes and escalate to the Engineering team as necessary.

• Thoroughly document steps taken to resolve the issue in the ticketing system

Helpdesk Ticket Management:

Between the non-office hours of 6:00 PM Pacific and 3:00 AM Pacific and 24/7 on the weekends and Holidays, monitor the ticketing system for Help Desk voicemails and VIP tickets.

Perform within Help Desk Service SLAs as below:

VIP tickets:

Triage and acknowledge all VIP tickets within 15 minutes.

Resolve the ticket within 3 hours (unless the user states they can be helped during business hours)

Escalate to the on-call NextGITS Help Desk team member if necessary.

Voicemails:

Triage and acknowledge all voicemails within 15 minutes.

Work to resolution if the ticket meets any of the below qualifications:

• Single-user Impact but user is VIP or VVIP (follow SLAs above)

• Notify the NextGITS team immediately and work to resolution if the ticket meets any of the below qualifications:

• Issue is or could potentially cause revenue loss

• Medium or high reputational impact

• Issue has legal implications.

Thoroughly document steps taken to resolve the issue in the ticketing system.

Provide a report at the end of each shift on Help Desk tickets resolved and tickets needing to be handed off. Ticket report to include the Ticket Number and Status. Troubleshooting steps and next steps should be detailed within the ticket.

Thoroughly document all steps taken in the ticketing system

Patching:

• Perform Server Windows Patching on the schedule provided.

• Validate that all patches are installed and the server is fully patched and rebooted if necessary

• Validate if any additional patches are available for installation after rebooting and install as necessary.

• Perform service validation steps to confirm the server is in a healthy state.

• Escalate any issues to the Engineering team.

• On a weekly basis, check reporting tools to monitor patching compliance for all customers.

• Push patches to low compliance workstation endpoints that are available.

Backup and Disaster Recovery:

• Monitor all critical alerts in queue and try to resolve issues, if unable to resolve, escalate to on call engineer

• Ensure Disaster Recovery is configured properly and replicating for all customers.

• Perform Disaster Recovery failover exercises on the schedule provided.

• Validate all server backups completed successfully. Troubleshoot failed and long running backups and escalate issues as necessary to the Engineering team.

• Validate Azure Site Recovery is functioning correctly and escalate issues as necessary to the Engineering team.

Remote Management Tool Administration:

• Ensure that all managed PCs and Servers have Client Remote Management and Monitoring (RMM) agents installed and healthy.

• Ensure patching policy is configured properly for all servers.

• Make changes to patching policy as directed by the team.

Vulnerability Management:

Execute a vulnerability scan on the schedule provided by NextGITS and send reports to the Engineering team.

Additional Duties:

Participate in projects and tasks as assigned.

Job Type: Full-time

Salary: ₹240,000.00 – ₹500,000.00 per year

Benefits:

Schedule:

• Day shift
• Evening shift
• Morning shift
• Night shift
• Rotational shift
• US shift

Supplemental pay types:

Work Location: In person