This position will manage the network and server infrastructure of managed services clients. This individual will have an in-depth knowledge of their assigned clients with the desired goal of reducing the amount of reactive support required for the client.
Client satisfaction and low tickets per end point is a primary objective of the Proactive Network Administrator accomplished through the deployment and adherence to our best practices and standards.
This is not a remote position
Requirements
Evangelist of Standards and Alignment.
Develop a technical relationship with clients based on our process.
Develop and maintain technical knowledge of the client environment for approximately 15 to 25 assigned client accounts.
Perform regular day-long onsite visits as needed to assigned clients.
Coordinate and communicate with client primary contacts.
Identify technical risk within client technology through the delivery of myITprocess reviews, checklists and ConnectWise service tickets.
Minimize reactive service issues by identifying trends and collecting service based information from end users.
Work with the vCIO to evaluate technical risks and work to bring them into alignment with our best practices and overall client IT systems improvement.
Occasionally participate in Client Review Meetings, including remote and formal on-site meetings. Meeting objectives will include : Review Performance Metrics, Discuss Client Business Challenges and Needs, Quotes, Projections, Budget review, Review Performance Metrics, Receive Client Feedback.
Engage with 3rd party IT vendors to collect current and future product and service information.
Ensure that clients are receiving appropriate Centralized Services and reports.
Additional Duties and Responsibilities :
Job requires regular travel and occasional off-hours or weekend work
Maintain up to date time entries and expenses for billing and accounting purposes
Targeted Time Allocation :
Eighty percent (80%) of this positions time is to be allocated for onsite client visits.
Twenty percent (10%) to be allocated to handling escalations from the service desk team.
Five percent (5%) to be allocated to being available for reactive tasks.
Five Percent (5%) to be allocated managing Cutting Edge internal systems, time entry, documentation and research.
Key Performance Indicators :
1. 6+ average hours billable per day
2. 10-15 resolutions of best practice tickets per week
3. Documentation up to date upon completion of tasks
Qualifications :
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.
Minimum 5 years’ experience within relevant IT fields is desired
Advanced knowledge of Active Directory, Group Policy, SNMP, Virtualization technologies, MS Exchange, SQL Server and advanced network concepts
Communicate clearly and concisely, both orally and in writing
Able to compile, organize, and analyze complex data
Excellent oral and written communication skills
Excellent organizational, analytical skills; able to work on multiple tasks while meeting deadline
Readily accessible via mobile phone and email during off-hours
Detail oriented, follows and implements corporate procedures and policies
Grace under pressure, must be steady under stress.
Physical Requirements
While performing the duties of this position the employee is regularly required to sit, talk, and listen. The employee is regularly required to use hands to finger, handle or feel, and reach with hands and arms.
The employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and / or move up to 50 lbs.
Must have the ability to travel, sometimes with short notice and be able to provide after-hours support and weekend implementation as needed.
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Free Food & Snacks
Training & Development
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