Analyst, Tier 1
Core
Monitor, troubleshoot, and support Windows-based infrastructure, servers, workstations, applications, and network environments for managed customers.
Role type
Tier 1 NOC Support Engineer
Builds
Incident resolution and operational stability for MSP and internal IT customers
Domain
IT Operations / Cybersecurity / Managed Services
Required skills
Windows Server administration, Active Directory, networking fundamentals, remote monitoring and management (RMM), incident management, root cause analysis, SLA compliance, ITIL processes
Preferred skills
MSP environment experience, Kaseya platform familiarity (VSA, BMS, IT Glue), backup and disaster recovery solutions, multi-customer queue management
Technologies
Windows Server, Active Directory, RMM tools, Kaseya VSA, Kaseya BMS, IT Glue
Responsibilities
Monitor and support servers, workstations, applications, and network devices; Own endpoint alerts and incidents from verification to closure; Diagnose and resolve OS, networking, patching, backup, and performance issues; Analyze logs to determine root causes; Prioritize and escalate incidents based on business impact; Maintain incident records and knowledge base articles; Collaborate with Technical Leads on complex issues
Seniority
Mid-level, hands-on IC