Description
• Assist in back-end account administration, mobile device management, active directory support and operating system patching and compliance.• Assist with client user onboarding and offboarding
• Monitor status of ticket escalations to Level 2 support, clients, and other vendors.
• Provide root cause analysis and remediation
• Provide services regarding client packaging of applications
• Support clients with enterprise license tracking
• Answer incoming calls and requests, troubleshoot, solve problems and provide resolution to supported users within the contracted scope of support for each client. Document all case information into the ticketing system.
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a manager, or other support areas within the team; i.e. Hardware Liaison, Technical Liaison, etc.
• Performs Administrative Support Functions:
-Documentation of all case information and updates as information becomes available
-Identify and document troubleshooting techniques/steps
-Complete monthly goal setting plans
• Assist in quality check and/or distribution of client databases or software, as needed.
• Respond to miscellaneous requests and research from internal staff as directed by the Manager.
• Attend job-related training.
• Business automation and workflow process development is desirable
System specific detail:
Kaseya System Management Software Support
• Maintain day-to-day administration of the Kaseya environment
• Configure and deploy packaged applications in Kaseya
• Distribute patches on a regular basis via Kaseya ensuring all workstations Operating Systems (“OS”) patching and Anti-Virus signatures are up to date
• Develop and support automation scripts, processes and tools
• Monitor information security releases
• Provide reporting of inventory (hardware and software) and patching
AirWatch MDM Administration
• Provide ongoing AirWatch MDM solution administration to include the following:
• Device enrollment
• Device location services
• Remote wipe
• Application deployment
Reporting, Analysis, and Open Issue Review:
• Conduct open issue review and coordinate weekly open issue review conference call with client.
• Prepare recurring and ad hoc reports. Analyze call and ticket data to identify trends.
• Provide root cause analysis and remediation recommendations
• Make recommendations where possible to resolve technical issues.
• Maintain awareness of upcoming or potential client technical support issues, changes to business processes, and scheduled events that may impact call volume and service levels.
Knowledge/Skills Required for the Position
• Requires one-year’s relevant computer experience.
• Results driven work ethic
• Demonstrate adaptability/flexibility
• Commitment of punctuality and reliability
• Ability to adjust to new situations and responsibilities
• Ability to learn complex software
• Working knowledge of MS Office products and other standard software applications
• Service Desk experience
• Expert knowledge of system security concerns and vulnerabilities.
• In-depth knowledge and experience with VMware.
• Familiarity with Kaseya.
• Comprehensive understanding of laptop and desktop functionality
• Excellent communication skills - oral/written.
• Flexible, adaptable and have the ability to work in a fast-paced team environment while multi-tasking