Managed Services Administrator

JOB SUMMARY:

The Managed Services Administrator is a highly skilled technical resource that thrives on supporting diverse networks while providing excellent customer service. The Managed Services Administrator is responsible for providing proactive and reactive services to new and existing Managed Services customers in support of their IT infrastructure.  Investigate and resolve technical matters of significance for the customer and on behalf of the employer; and/or represent the Company in the handling and resolution of customer issues.

REPORTS TO: Director, IT Services

DIRECT REPORTS: None

ESSENTIAL FUNCTIONS:

• Receive information, diagnose symptoms, and resolve problems through alerts generated in our Managed Services system
• Review and distribute monthly Network Health reports to our Managed Services Customers
• Deliver customer service within specified service levels and typically around more complex problems including diagnosis and resolution of items such as router configurations, equipment failures, patching or updating server operating systems, restarting services, troubleshooting backups, and more
• Continual improvement of managed service alerting and proactive activities to support customer networks
• Accurately enter and maintain case information including notes and resolution

ADDITIONAL RESPONSIBILITIES:

• Contribute to team goals with regard to SLA requirements, case resolution, and customer satisfaction
• Participate in an emergency on-call rotation schedule
• Internal IT Support
• Identify sales opportunities and pass the information to the correct team members
• Maintain daily timesheet and expense report entries and submit them accurately and timely
• Other duties as required

TECHNICAL SKILLS:

• Ability to troubleshoot and administer the following technologies:

• Microsoft Windows Server
• Microsoft Windows Active Directory
• Microsoft Exchange
• • Microsoft 365
  • Enterprise Anti-Virus solutions
  • Microsoft Hyper-V
  • Enterprise Backup Solutions
  • SonicWall Network Devices
  • Microsoft Windows Desktop OS
  • Enterprise Storage Solutions
  • Working knowledge of HP and Dell equipment
  • Knowledge and understanding of AD, DNS, the Internet, and mail flow
  • Enterprise Remote Monitoring and Management Solutions
  • Endpoint Detection and Response Systems

   

  SOFT SKILLS & ABILITIES:

  • Strong written and verbal communication skills
  • Pleasant and professional demeanor in all client and internal communications
  • Ability to multitask
  • Intellectually resourceful with sound judgment and effective decision-making abilities
  • Independent worker and able to work effectively on daily tasks without direct supervision
  • Strong organization skills and ability to operate efficiently throughout daily tasks
  • In general, owns issues through resolution, understands when to escalate a problem to another team member
  • Demonstrates empathy with users and professionalism at all times
  • Work well with clients at all levels, from executive to IT personnel to end user
  • Operates with client satisfaction in mind
  • Energy, enthusiastic and results-oriented

   

  EDUCATION, EXPERIENCE, & KNOWLEDGE:

  • Bachelor’s degree in IT related discipline preferred
  • 5+ years of relevant IT experience
  • Preferred Certifications
    • Microsoft Certified: Azure Administrator Associate
    • SonicWall Network Security Professional (SNSP)

   

  WORK ENVIRONMENT/PHYSICAL DEMANDS:

  • Use of computer and office equipment
  • Ability to remain calm in stressful situations
  • Performs all administrative functions expected at this level

   

  ADDITIONAL REQUIREMENTS:

  • Ability to schedule evening or weekend work occasionally
  • Valid driver’s license in your state of residence and reliable personal vehicle