Job description
Account/ client: Compliance & Cybersecurity Provider in the U.S.
Headquarters: San Diego, CA
Work Schedule: 8:00 am - 5:00 pm PST/ Night shift
- Employee works 40 hours per week
- Employee’s schedule may be changed by Employer from time to time.
The account/ client is a small, tight-knit organization where collaboration is not only encouraged, but expected. They value relationships within their team and are intentional to build and maintain a strong team camaraderie through virtual happy hours, daily morning meetings to help them start off on the right foot, and meetings dedicated solely to professional development topics to help them develop and grow together.
Area of the Business: Technical Operations
Role: IT Systems Analyst III
Remote - Full Time
***The starting salary is based on your experience, education, and skills.
Reports to: Primary Supervisor – Technical Operations Manager
Description of areas covered by Primary Supervisor include: Management, Technical Escalations
Purpose of this Position: The purpose of this position is to provide Tier I-III technical support to clients remotely, internal employees, and provide IT & security consulting to clients.
Daily Duties and Responsibilities:
1. Dispatch, Escalations, and Ticket Management
- Monitor service desk board in Autotask and respond to clients to meet SLA
- Dispatch tickets to team members and update ticket with external ticket notification to Ticket Creator and Primary Contact
- Coordinate with team to ensure that client needs are met in a timely manner
- Update all tickets assigned with external ticket notification to Ticket Creator and Primary Contact once daily
- Resolve all tickets within three business days of creation
- Create and update client documentation per specific processes that are unique to the client for future technicians
- Record time and create internal notes to outline how issues were resolved
2. Team Inbox email review, dispatch, archive
- Monitor Team Inbox email and review to determine action or response required to meet SLA
- Dispatch emails to appropriate team member by assigning email
- Archive emails once assigned, or if determined no action or response is required
3. Technical Support and Escalations
- Create tickets and mark down technical information on the client’s behalf
- Coordinate with the client to remote in or otherwise resolve their issues
- Learn and adapt to meet the various issues that appear
- Perform system administration for active directory and emails
- Configure, upgrade, and relocate PC hardware, software, and print devices
- Perform software and hardware configuration across the Windows, Mac, and Linux platforms
- Design, develop, and test workflow processes for end-user developed applications, providing proof-of-concept support
- General end-user profile maintenance
- Provide escalated support and guidance to team members
4. Client Documentation
- Document and maintain client information in IT Glue:
- Endpoint configurations
- Contacts
- Domain(s)
- Locations
- Passwords
- SSL Certificate(s)
- VPN
- Checklists
- Documents
- Update Change Management information as needed
Weekly Duties and Responsibilities:
1. Operate and maintain IT technical tools and services
- Reach out to vendor support at any point of failure and ensure that all technical tools and functioning to serve us in assisting our clients
- Create and update of agents for easy download
- Administer the backup solution on behalf of clients
- Research new tools and uses for our current applications
- Write scripts for improved automation
- Document internal processes and procedures in TechOps FAQ
- Administrator for all IT technical tools utilized by our company and our clients
- Train new team members to ensure all onboarding tasks and trainings are completed
2. Client Documentation Audit
- Verify and add/update client documented passwords
- Verify and notify client of any client documented domains/ssl certificates/licensing expiring in the next 60 days
3. Billable Utilization (70% utilization target) Timesheets
- Submit weekly timesheet in Autotask by the end of day on last day working for the week (e.g. Friday @ 5PM PST)
- Submit weekly timesheet in Kanata (Mavenlink) by the end of day on last day working for the week (e.g. Friday @ 5PM PST)
4. Ticket Audit and Resolution
- Identify and all tickets aged >3 days and connect with Primary and/or Secondary Ticket resource to resolve
Monthly Duties and Responsibilities:
1. Client Roadmaps
- Provide- up-to-date information and suggestions to clients on upgrading their IT related devices
- Provide updated cloud technology suggestions to clients to better utilize the new available resources and technology
- Offer on site support to clients as needed for improvement of IT hands-on in an efficient and effective manner
2. One Time Assessments (OTA) - as needed
- Guide clients through the OTA process and answer questions
- Conduct assessment and review security gaps
- Complete required forms and send to the client for review and signature
- Provide remediation for security gaps as needed
3. Client recurring infrastructure, hardware, software, licensing, domains, SSL certificates, and documentation Audit and Recommendations
- Client Hardware Audit (End of Life, End of Support), Documentation, and Recommendations for:
- Infrastructure (security appliances, firewalls, routers, switches, APs)
- Server(s) (physical, virtual)
- Workstation(s)/Laptop(s)
- Network Attached Storage (NAS)
- Client Software/Licensing Audit (End of Life, End of Support), Documentation, and Recommendations for:
- Operating System(s)
- Vendor Support Contract(s)
- SaaS License(s)
4. Client Documentation Audit
- Verify and add/update client documented checklists
- Verify and add/update client documented documentation
- Bachelor’s degree in Information Technology or other computer-related field or equivalent experience.
- A minimum of 5 years of technical support experience.
- Experience working for a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP).
- Strong customer service skills.
- Excellent written and oral communication skills.
- Experience with Windows Server, VMWare, Active Directory, and Google Workspace.
- Experience with Autotask ticketing system and Datto RMM remote monitoring tool.
- Experience with security solutions such as Rapid7, Nessus, or other open source security tools.
Primary Accountabilities of the position:
- Providing exceptional customer service
- Dispatch, Escalations, and Ticket Management
- Team Inbox email review, dispatch, archive
- Technical Support and Escalations
- One Time Assessment (OTA)
- Operate and maintain IT technical tools and services
- Client recurring infrastructure, hardware, software, licensing, domains, SSL certificates, and documentation Audit and Recommendations
- Manage contracts billing & accounts receivable
