IT Support Engineer

Job Description About The Company Sikich India is a leading provider of professional services specializing in accounting, advisory, and technology solutions. As part of the global Sikich network, we are committed to delivering innovative and strategic services to our diverse client base across various industries. Our team comprises experienced professionals who bring a wealth of knowledge, entrepreneurial spirit, and industry insights to help organizations achieve their business objectives. We pride ourselves on fostering a collaborative and dynamic work environment that encourages continuous learning and growth. About The Role Sikich India is seeking a dedicated IT Support Engineer NOC Analyst (NOC Level 1) to join our Managed Services team. This role is pivotal in ensuring the stability, security, and efficiency of our clients network and system infrastructure. As a Junior NOC Analyst, you will be responsible for monitoring client environments, responding to alerts, and resolving basic technical issues to maintain optimal system performance. The position offers an excellent opportunity for individuals looking to develop their skills in network operations, incident management, and infrastructure support within a fast-paced and client-focused environment. Qualifications The ideal candidate should possess at least 1+ years of experience in troubleshooting infrastructure systems, preferably within a Managed Services environment. Familiarity with PSA & RMM tools such as ConnectWise Manage, LabTech/ConnectWise Automate, and LogicMonitor is advantageous. A solid foundational knowledge of computers, networking, storage, and backup systems is essential. Experience supporting Office 365, Azure, and other Microsoft Cloud services is highly desirable, especially in CSP environments. Certifications from Microsoft, particularly related to Azure, as well as vendor-specific certifications from Cisco, HP, or similar, will be considered a plus. Strong troubleshooting skills, excellent communication abilities, and a proactive approach to problem-solving are critical for success in this role. Responsibilities Primary Job Responsibilities Client-Focused Incident Management: - Serve as the initial point of contact for monitoring network and system alerts across multiple client environments. - Assist in the identification and resolution of basic network and system incidents, escalating more complex issues to senior team members as needed. - Collaborate with internal teams to ensure timely and effective resolution of incidents, minimizing service impact. - Use available tools and resources to diagnose and provide clear recommendations for basic technical issues. - Track and document incidents to identify patterns or recurring issues, contributing to ongoing improvements. Support And Monitoring - Proactively monitor client systems for potential issues, responding to alerts and preventing downtime and disruptions. - Utilize screen sharing and remote-control tools to assist clients with technical issues and gather information for escalation. - Create and maintain detailed records of client interactions, issues, and resolutions in the ticketing system. Skill Development - Seek guidance and mentorship from senior NOC analysts to develop your technical skills and understanding of infrastructure support. - Participate in knowledge-sharing sessions to enhance your skills and understanding of client-specific environments. Client Documentation And Communication - Maintain accurate documentation of incident response procedures and best practices tailored to each client's environment. - Provide clear and timely updates to clients regarding the status of their issues, ensuring high levels of customer satisfaction. Policies And Procedures - Adhere to company policies, procedures, and service level agreements (SLAs) in delivering IT support. - Follow established guidelines and best practices to ensure quality and consistency in support. After-Hours Support - Participate in after-hours on-call rotation as required to support client needs outside of regular business hours. Benefits - Family health insurance coverage, including coverage for parents. - Life and accident insurance policies for employees. - Maternity and paternity leave to support work-life balance. - Performance-based incentives to recognize and reward excellence. - Referral bonus programs to encourage talent acquisition. - Reimbursement for exam fees to promote continuous professional development. - Celebration of Indian festivals with designated holidays. - A five-day workweek promoting a healthy work environment. - Access to medical consultation services for employees. Equal Opportunity Sikich India is an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate based on race, gender, age, religion, national origin, disability, or any other protected characteristic. We believe in creating a diverse environment where all employees can thrive and contribute to our collective success. Our hiring practices are designed to ensure fairness and promote a culture of respect, collaboration, and innovation.