Department: Service and Support
Reports to:Service Manager
GENERAL SUMMARY:
The Network Administrator is responsible for maintaining the design and integrity as the Dedicated Network Admin for our clients. This includes our client-facing hosted and cloud environments, as well as an escalation point for system and network requests from the Helpdesk T2.
Essential Duties and Responsibilities:
IT Support relating to issues with the client systems and network infrastructure
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Support services for virtualization technologies: VMware, Citrix, and Microsoft
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Administer hosted and cloud solutions for customers using technologies that meet their requirements
Remote access solution support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Develop & Maintain Knowledge of the Client through documentation of Network Infrastructure, Hardware / Software Inventory, Configurations, LOB Applications
Perform Regular Onsite Services to perform Technical Support & User Issues, Simple implementations of new technology, Onsite proactive services
Implement “The Thriveon Way” through Best Practices, Administrative Checklists, and Verification of Remote Services
Ensure Client Satisfaction through Communication with customers keeping them informed of incident progress, notifying them of impending changes or agreed outages, ensuring their technology functioning properly and coordinating with teammates
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service or project issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Work through a daily schedule in ConnectWise that has been established through the dispatch process
Work through project tickets and phases in ConnectWise as assigned by a Project Manager
Enter all work as service or project tickets into ConnectWise
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
How to Apply
Please appy below or send resume to service.careers@thriveon.co, must include 2 references and a cover letter with a statement of the value you would bring to the organization.
•Competitive Salary
•Certification Training - Continuing education so you can attain the latest industry certifications
•Simple IRA – Employees are eligible to participate in Simple IRA Matching Plan the first of the month following three months of employment. •PTO - Full-time employees (minimum of 2,080 hours worked per year) earn 9 days after the first year of employment.
•Holiday Pay