IT Support Engineer

Sikich is actively seeking an IT Support Engineer, specifically a NOC Analyst (NOC Level 1), to join our dynamic Managed Services team in Hyderabad / Secunderabad, Telangana, India. In this pivotal role, you will be instrumental in monitoring, analyzing, and resolving network and system incidents for a diverse client portfolio. As a Junior NOC Analyst, you will directly contribute to the seamless operation of our managed services by actively participating in incident response, providing essential infrastructure support, and ensuring robust system monitoring.

About the Role:

• Client-Focused Incident Management: Act as the primary responder to network and system alerts across multiple client environments. Assist in the identification and resolution of fundamental network and system incidents, escalating complex issues to senior engineers. Collaborate with internal teams to ensure swift and effective incident resolution, minimizing service disruptions. Utilize available tools to diagnose and recommend solutions for basic technical problems. Track and document incidents to identify recurring issues and contribute to continuous service improvement.
• Support and Monitoring: Proactively monitor client systems for potential issues, responding to alerts to prevent downtime. Employ screen sharing and remote control tools to assist clients and gather information for escalations. Maintain detailed records of client interactions, issues, and resolutions within the ticketing system.
• Skill Development: Actively seek guidance and mentorship from senior NOC analysts to cultivate technical expertise and deepen understanding of infrastructure support. Engage in knowledge-sharing sessions to enhance skills and comprehension of client-specific environments.
• Client Documentation and Communication: Uphold accurate documentation of incident response procedures and best practices tailored to each client's unique setup. Communicate clearly and promptly with clients regarding the status of their issues, ensuring high levels of satisfaction.
• Policies and Procedures: Adhere strictly to company policies, procedures, and service level agreements (SLAs) for IT support delivery. Follow established guidelines and best practices to guarantee quality and consistency in all support activities.
• After-Hours Support: Participate in an after-hours on-call rotation as needed to provide essential client support beyond regular business hours.

Qualifications:

• A minimum of 1 year of experience in troubleshooting infrastructure systems, with a preference for experience within Managed Services environments.
• Familiarity with Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) toolsets such as ConnectWise Manage, LabTech/ConnectWise Automate, and LogicMonitor is highly advantageous.
• Basic but solid experience with computers, networks, storage, and backup systems, with a strong emphasis on foundational knowledge in these areas.
• Experience in supporting and administering Office 365, Azure, and Microsoft Cloud services; additional experience in Cloud Solution Provider (CSP) environments is a plus.
• Demonstrated strong troubleshooting skills for effectively handling daily technical requests and issues.
• Certifications from Microsoft, particularly those related to Azure, are ideal. Certifications from other vendors like HP, Cisco, or similar are also beneficial.

Why Join Sikich?

• Comprehensive Family Health Insurance, including parents.
• Life & Accident Insurance coverage.
• Supportive Maternity/Paternity Leave policies.
• Recognition through Performance-based incentives.
• Generous Referral Bonus program.
• Reimbursement for Exam Fees.
• Enjoy Indian festival holidays.
• A balanced 5-day working week.
• Access to Doctor's Consultation services.