NetWatch Administrator

SUMMARY

The NetWatch Administrator is responsible for developing and maintaining our remote monitoring and management environment and remediation of all automated delivery of services.

PRIMARY RESPONSIBLITIES

  • Daily review and remediation of alerts, notifications and tickets associated with the automated delivery of services
  • Develop automation to reduce recurring labor tasks and to improve efficiencies of delivery of services
  • Advanced and thorough working knowledge and understanding of remote monitoring and management environment
  • Staging devices before products are scheduled for onsite deployment
  • Processing new device check-ins to our remote monitoring and management environment
  • Documenting all deployment and decommissioning of devices for tracking and billing purposes
  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support of disaster recovery solutions
  • Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Support remote access solutions: VPN, Terminal Services, and Citrix
  • System documentation to include system reviews and recommendations
  • Pursue training and certifications

ADDITIONAL RESPONSIBILITIES

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Work through a daily schedule in ConnectWise that has been established through the planning and dispatch process
  • Enter all work as time entries against service or project tickets in ConnectWise on a daily basis
  • Will assist with field work as necessary
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

DESIRED QUALITIES

  • 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
  • Diagnostic 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
  • Access to reliable transportation and possess a valid driver’s license
  • Ability and willingness to work hours outside of 8 AM to 5 PM