IT Support Specialist - Technology Alignment Manager

Description

We integrate technology with business to grow revenue, save time, and improve the bottom line. Because we value and care for one another, we foster a culture to pursue career ambitions yet understand that we achieve more together than we can as individuals. We attract accomplished professionals to provide superior client care and outstanding business results. Together, we create our future.

The Technology Alignment Manager serves as Omni’s “eyes and ears” with assigned managed service clients, enabling our vCIOs/advisors to deliver high-level strategic counsel and recommendations. In addition, he/she is responsible for supporting and/or resolving help desk tickets and contributing to technical service projects as assigned. Services are delivered both on-site and virtually depending on the task or issue at hand.

1. Deliver proactive services to assigned clients. This includes but is not limited to:

• Performing Technical Alignment against established standards
• Verifying centralized services
• Fostering the client relationship by owning the technical aspects of their managed service agreement

2. Develop and maintain technical knowledge of assigned clients’ environment including how they use technology. This includes but is not limited to

• Hardware, software, cloud inventory
• LOB applications
• Vendor relationships

3. Contribute to the triaging and resolution of help desk tickets as needed, regardless of TAM assignment.

4. Adhere to – and when possible, contribute new thinking to – Omni policies, procedures, and best practices.

5. Diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality.

6. Design, implement, manage, and support client projects, seeing them through completion. Projects may include:

• Network level topology (WAN and LAN connectivity, routers, firewalls, and security).
• Hosted and cloud solutions for customers using appropriate technologies that meet their requirements.
• Disaster recovery solutions.

7. Other duties and projects as assigned.

Requirements

• 5+ years of experience of increasing levels of technical knowledge and exposure to the following technologies: desktop support and troubleshooting, networking, routing, active directory, and disaster recovery.
• Knowledge of IT systems including servers, desktops, scripting, routers, switches, and firewalls as well as peripheral devices, including network printers, webcams, scanners, etc. Additionally, please see the products list below.
• Demonstrated success in providing support and problem resolution with unfamiliar systems, software, and hardware. Strong troubleshooting skills and the ability to evaluate and manage changes, understanding their impact to systems, business, and users.
• Excellent interpersonal and organizational skills, including the ability to deal with clients and colleagues of all backgrounds in a fast-paced, high-performance work environment.
• Desire to continually learn innovative technologies and develop greater skill sets. Certifications like A+, Network+, Microsoft 365 Fundamentals are preferred, but not required for placement.
• Excellent written and oral communication skills, with an ability to communicate technical information and ideas in user-friendly language to clients.
• Passion for customer service. We go above and beyond to provide our customers with excellent service and we expect our team members to have the same mindset.

Familiarity of Products Preferred:

• Anti-Virus and malware protection solutions
• Microsoft Office 365
• Windows Server 2012/2016/2019/20222 and Windows 10/11
• Backup Solutions
• Cloud computing infrastructure
• ConnectWise Manage, Automate, and Control
• Brightguage dashboards

NO PHONE CALLS PLEASE

Equal Opportunity Employer