Core Services Technician

Job Description

Core Services Technician

Job Summary:

As a Core Services Technician at The 20, you will be responsible for supporting and maintaining the core IT services and infrastructure that enable our organization's operations. Your role is pivotal in ensuring the seamless functionality of our IT environment.

Duties/Responsibilities

Assist with managing and configuring Unitrends/Datto BDR devices

Assist with monitoring BDR devices for scheduled failures, communication issues, etc.

Working with MSP’s and addressing their IT administration and support needs

Work with MSP’s to understand their business needs and identify and recommend solutions to make their operations more efficient.

Communicate consistently with co-workers and MSP’s to ensure clients' expectations are met and exceeded

Assist with managing and configuring our RMM platform specifically regarding patch management

Required Skills/Abilities:

This role will have a heavy focus on supporting our RMM tool, Kaseya VSA. Our Backup and Disaster Recovery devices such as Unitrends and Datto. As well as a hosted ticketing system, BMS. Previous administrative experience with either of these would be preferential

Experience implementing and maintaining backup solutions/disaster recovery

Experience with a wide variety of Windows operating systems including Windows OS, MacOS, and Linux based devices

Experience with virtualization is a plus.

Network administration is a plus.

Experience with AD Antivirus management, OpenDNS troubleshooting, Spam filter troubleshooting

Windows Patch Management experience a plus.

Virtualization with VMWare or Hyper-V is a plus.

Education and Experience:

Have worked in the IT services industry providing solutions and support to clients

Ability to multi-task and possess strong organizational skills

Strong infrastructure troubleshooting skills and techniques to solve complex issues

Strong customer interaction and follow-up skills

Assertive, customer-oriented and goal-driven attitude

2-5 years’ experience

Excellent customer service skills: communication skills (both verbal and written)

Attention to detail: punctuality, scheduling, & ticket documentation

A process-oriented mindset and an ability to focus on the details of an outlined process

Ability to use good judgment to effectively prioritize work

Multi-tasking & organized

Vendor/Tool experience (BDR):

Hyper-V

VM Ware

Unitrends

Datto

Acronis

Axcient/Replibit

MSP360 (formerly CloudBerry Labs)

Vendor/Tool experience (RMM):

VSA

Solarwinds

Continuum

NinjaRMM

DattoRMM

ConnectWise

Physical Requirements:

Ability to sit at a computer for extended periods.

Manual dexterity to operate a computer keyboard.

Ability to lift and move objects weighing up to 30 pounds.

Physical and mental stamina to work in a fast-paced IT environment.