System/Network Administrator

Reputable Recruiting

Responsible for handling high-level support of service desk requests.

SUMMARY
Responsible for handling high-level support of service desk requests.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
 
DUTIES
Essential
  • Deliver the highest quality customer satisfaction while responding/resolving client service requests.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Identify and develop automated processes to streamline otherwise manual or inefficient processes.
  • Maintain and enhance existing Remote Monitoring and Management (RMM) toolset.
 
Additional
  • Constantly looking for new ways to improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Recognize when service requests require escalation from lower level technicians.
  • 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.
  • Enter all work as service tickets into ConnectWise.
 
REQUIREMENTS
  • 5+ years of systems engineering or network administration experience.
  • Experience designing, implementing and maintaining a variety of Microsoft operating systems and applications.
  • Experience maintaining Network and Security systems.
  • Able to quickly recognize, organize, prioritize and re-prioritize work tasks as needed.
  • 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 understand client expectations for services being delivered.
  • Self-motivated self-starter that thrives in a fast moving environment.

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