Job Summary:
The Centralized Services role is critical to lowering client risk, improving the other delivery areas, and providing innovation, and creativity to impact clients computing environments. The role is critical to identifying high impact client issues in order to create efficiencies across the entire client base.
A CS engineer will be responsible for checking a variety of metrics and statuses on a daily, weekly and monthly basis, and provide metrics back to the leadership team. Success will come in the form of consistent improvements across all clients
Job Responsibilities:
· Tool alignment and optimization
· Ensure all client backups and offsite backups are configured correctly and operational
· Track key performance and security patching throughout the client base
· Ensure other key operational configurations are set correctly
· Develop and maintain company Standard for tools
· Confirm all products are deployed to Standards across all clients
· Process Improvement
· Create framework that is efficient and repeatable among all current and future clients
· Analyze trends to determine long term solutions
· Documentation
· Create and follow checklists for duties specific to the role
· Work with support and project teams to ensure changes to client environments are documented and clearly explained to Staff
· Report on metrics
· Be accountable for meeting goals and providing leadership team with accurate metrics
· Regular time entry and service ticket updates.
· Research and Development
· Stay current with tools and ever changing technology landscape
· Individual metrics will be determined by client KPIs (ex. failed backups, missing AV, missing patches, etc)
· Desired skills include customer service skills, confident and positive attitude, and expert knowledge of Microsoft Windows and Apple Mac operating systems. Expert networking knowledge (DNS, switches, firewalls, VPN, etc.) is desired. Troubleshooting skills is required.
· Participate in regularly scheduled huddles, prepared to report on your individual metrics.
· Inform management of recurring problems or clients at risk.
· Maintain education and knowledge to align with support needs.
· Ability to work with minimal management.
· After-hours work is often required and expected.
· Can-do attitude and ingenuity is a key attribute for this position.
· Ability to train and mentor junior technical associates.
· Time management skills that allow you to effectively manage multiple tasks at one time.
· Excellent written and oral communications skills and the ability to communicate with both clients and your team.
· Patience, foresight and confidence are character traits that are beneficial for this position.
