IT Support Engineer - NOC Analyst

Sikich is hiring an IT Support Engineer - NOC Analyst to join our Managed Services team. This is an infrastructure and server-side NOC role focused on monitoring, triaging, and supporting client server, network, cloud, and backup environments across multiple clients. The engineer will operate within defined NOC procedures, respond to infrastructure alerts, execute standard troubleshooting for common NOC events such as server, internet, and power outages, and escalate complex issues to senior engineers or US-based on-call consultants when required. Strong ownership, documentation discipline, and clean escalation are core expectations for this role.

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.

What will you do in this role

• Monitor client infrastructure environments including servers, networks, backups, cloud resources, and endpoint management platforms across multiple clients.
• Investigate and triage infrastructure alerts related to servers, networking, internet connectivity, power, backups, and availability of business-critical systems.
• Support Windows Server environments through service and role health checks, event log review, resource utilization checks, disk space monitoring, and basic server-side troubleshooting.
• Perform Active Directory operations tasks including account status checks, group membership validation, account lockout investigation, and escalation of directory-related issues.
• Troubleshoot DNS, DHCP, VPN, connectivity, and basic network incidents using standardized diagnostic steps.
• Troubleshoot basic switching, VLAN, wireless, and firewall connectivity issues using standardized diagnostic steps, and escalate complex network faults to senior engineers or the client's network provider.
• Perform basic health checks on virtualization platforms such as VMware vSphere or Hyper-V, including VM state, host health, and resource utilization.
• Monitor backup jobs, investigate backup failures, and escalate restore-related concerns based on documented backup procedures.
• Monitor patch compliance across servers and endpoints, deploy operating system and third-party updates through RMM tooling, triage patch failures, and coordinate reboots and maintenance windows per documented procedures.
• Execute NOC runbooks and SOPs for common infrastructure events and escalate cleanly when issues fall outside defined procedures.
• Coordinate with senior engineers and US-based on-call consultants for complex incidents by providing clear findings, evidence, and troubleshooting steps already performed.
• Maintain accurate ticket documentation including alert details, business impact, investigation steps, resolution notes, and escalation trail.
• Provide clear and timely updates to internal teams and clients during incident investigation and resolution.
• Contribute to knowledge sharing, SOP updates, and continuous improvement of NOC procedures and runbooks.
• Adhere to company policies, procedures, and SLAs while delivering infrastructure support.
• Participate in after-hours on-call rotation as required to support client NOC needs outside regular business hours.

What do you need to succeed in this role

• 2-4 years of experience in Infrastructure Support, NOC Operations, Managed Services, Server Support, or a closely related IT operations role.
• Hands-on exposure to Windows Server environments and basic server-side troubleshooting.
• Working knowledge of Active Directory, DNS, DHCP, and Group Policy basics.
• Experience with monitoring platforms and infrastructure alert response.
• Exposure to patch management and operating system / third-party update deployment through RMM or patch management tooling.
• Solid understanding of network fundamentals including IP addressing, routing basics, VPN, firewalls, and connectivity troubleshooting.
• Exposure to backup monitoring, failed backup triage, and restore concepts.
• Basic understanding of virtualization platforms such as VMware vSphere or Hyper-V.
• Familiarity with Microsoft 365 and Azure fundamentals, particularly where tied to infrastructure support.
• Ability to follow SOPs and runbooks and document troubleshooting clearly in a ticketing system.
• Strong ownership, communication, and escalation discipline in a client-facing Managed Services environment.
• Experience in a Managed Services Provider (MSP) or multi-client support environment.
• Hands-on experience with tools such as ConnectWise Manage, ConnectWise Automate/LabTech, LogicMonitor, Datto, or similar PSA / RMM / monitoring / backup platforms.
• Certifications from Microsoft (Azure Administrator, Windows Server), VMware (VCP), Cisco, Fortinet, or ITIL Foundation.
• Exposure to firewall, switch, access point, and basic server hardware troubleshooting.
• Experience supporting after-hours or rotational NOC coverage in an MSP delivery model.

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