IT Support Engineer

Sikich is seeking a IT Support Engineer -NOC Analyst (NOC Level 1) within our Managed Services team to play a crucial role in supporting the monitoring, analysis, and resolution of network and system incidents for our diverse client base. As a Junior NOC Analyst, you will contribute to the smooth operation of our managed services offerings by assisting in incident response, providing infrastructure support, and ensuring effective system monitoring.

About the firm

Sikich is a global company specializing in Accounting, Advisory, and Technical professional services. With employees across the globe, Sikich ranks as one of the largest professional services companies in the United States. Our comprehensive skillsets, obtained over decades of experience as entrepreneurs, business owners and industry innovators, allow us to provide insights and transformative strategies to help strengthen every dimension of our clients businesses.

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.

Requirements

• 1+ years of experience troubleshooting infrastructure systems, with a preference for experience in Managed Services environments.
• Familiarity with PSA & RMM toolsets such as ConnectWise Manage, LabTech/ConnectWise Automate and LogicMonitor is a plus.
• Basic experience with computers, network, storage, and backup systems, with an emphasis on foundational knowledge in these areas.
• Experience in support and administration of Office 365, Azure, and Microsoft Cloud services, with additional experience in CSP (Cloud Solution Provider) environments being a plus.
• Strong troubleshooting skills for handling day-to-day technical requests and issues.
• Certifications from Microsoft, particularly those related to Azure, are ideal. Certifications from other vendors such as HP, Cisco, or similar are also beneficial.

Benefits of being a part of the team

• Family Health Insurance including parents
• Life & Accident Insurance
• Maternity/paternity leave
• Performance-based incentives
• Referral Bonus program
• Exam Fee Reimbursement Policy
• Indian festival holidays
• 5 days working week
• Doctor's Consultation