Analyst, Tier 1

We are seeking a proactive and customer-focused NOC Support Engineer to monitor, troubleshoot, and support Windows-based infrastructure, servers, workstations, applications, and network environments across managed customer environments. This role is responsible for incident ownership from identification through resolution, ensuring adherence to SLAs, escalation procedures, and best operational practices. The ideal candidate will have strong troubleshooting skills, experience in managed services or NOC environments, and the ability to work effectively in a fast-paced, customer-centric support organization.

Key Responsibilities

• Monitor and support servers, workstations, applications, and network devices across customer environments.
• Own endpoint alerts and incidents from initial verification through troubleshooting, resolution, escalation, and closure.
• Diagnose and resolve Windows operating system, networking, patching, backup, replication, performance, and application-related issues.
• Analyze event logs, system logs, crash dumps, and application logs to determine root causes and implement corrective actions.
• Prioritize, manage, and escalate incidents based on business impact while ensuring SLA compliance.
• Follow established SOPs, runbooks, ITIL processes, and escalation procedures across multiple customer environments.
• Maintain accurate incident records, RCA documentation, and knowledge base articles.
• Collaborate with Technical Leads and Managers to resolve complex technical issues and improve operational efficiency.

Required Qualifications

• 4–6 years of experience in NOC, technical support, systems administration, or remote Windows infrastructure management.
• Strong knowledge of Windows Server, Active Directory, networking fundamentals, and Microsoft ecosystem technologies.
• Hands-on experience troubleshooting authentication, Group Policy (GPO), Windows patching, replication, backup, performance, operating system, and service-related issues.
• Strong understanding of ITIL processes, incident management, SLAs, escalation management, and operational support procedures.
• Experience using remote monitoring and management (RMM) tools, preferably Kaseya solutions.
• Excellent troubleshooting, root cause analysis, technical documentation, and customer communication skills.
• Willingness to work night shifts and weekend schedules as required by business needs.
• Ability to work 100% onsite from Bengaluru, India.

Preferred Qualifications

• Experience working in Managed Service Provider (MSP) or enterprise NOC environments.
• Familiarity with Kaseya platforms such as VSA, BMS, IT Glue, or related monitoring and automation tools.
• Experience supporting multi-customer environments with competing priorities and incident queues.
• Knowledge of backup and disaster recovery solutions.
• Strong analytical mindset with the ability to independently manage multiple concurrent incidents.
• Demonstrated commitment to continuous learning, process improvement, and knowledge sharing.
• Professional customer service orientation with excellent written and verbal communication skills.