Proactive Technology Advisor

The System Engineer (vCTO/TAM) will proactively design, implement and maintain comprehensive best practice assessments using an RSC (risk, security, & compliance) management toolset for all client systems, asset management, and documentation. Aligns clients to best practices to proactively reduce reactive ticket counts. Through continuously scheduled onsite client site visits, establishes close technical relationship with clients primary point of contact and key users.

Requirements:

Wide service desk experience, preferably with a managed services provider (MSP) having served multiple SMB clients where support is provided for server/systems on a Microsoft AD domain, network, storage, desktop, O365 email, with security requirements; or equivalent experience leading support for a small but complex environment.

Demonstrated experience:

Supporting and creating Group Policy, VPNs, LAN/WAN/WLAN and desktop support o Vendor Management including application support, print, and phone system triage o Access control and security incident response and remediation

Desktop Moves Adds Changes Decommissions (MACDs) including creation and deployment of new images

Position Functions:

Develops technical best practices and performs ongoing assessment of clients to determine alignment/misalignment.

Establishes and implements best practices, ultimately reducing ticket creation by working with and in front of the service desk.

Schedules onsite monthly visits with clients and maintains ownership of RSC assessment tool, scheduling and performing assessments and aligning clients to best practices. Works closely with vCIO to prepare for technology steering meetings.

Works closely with client onboarding team to assist with and maintain documentation, configuration changes, and technology remediation

Seeks out automation and process needs to increase efficiency of service desk by reducing ticket counts and proactively addressing user needs.

Works closely with centralized services; audits and reviews RMM configuration and performs security/compliance remediation where needed.

Serves as an escalation point for service desk, especially where onsite field services are required, and acts as the technical subject matter expert for clients managed. Provides overflow assistance for service desk.

Leads creation of and maintains technical documentation, process, and knowledge base content. Develops and maintain knowledge of client networks including:

Hardware and software inventories

Maintaining Configuration Management Database (CMDB) and Network Diagrams

Basic understanding of Line of Business (LOB) applications and associated vendors

Performs regular onsite services

Validates centralized services- Check server/network health, monitoring,

Provide field-service technical support for user issues

Develop relationship with client point of contact and key users

Advises on and performs implementation of new technology

Onsite proactive services

Implements & helps define best practices

Administration checklist

Verification of remote services

Works with vCIO to assess and minimize business risk

Evaluate and recommend new software, hardware, or upgrades

Ensures client satisfaction

Determines if technology is functioning optimally to meet client needs.

Recaps findings and actions for client at conclusion of each onsite visit

Coordinates with vCIO to implement technology to meet business goals

Participate in on-call rotation for after-hours emergency support