Managed Services Administrator - Rochester, United States - GreaterROC

Description

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

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