MSP Operations Analyst
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Job Title: MSP Operations Analyst
Classification: Exempt, Salary
QUALIFYING QUESTIONS
Do you enjoy working with the details for project coordination? Are you driven by accuracy? Do you appreciate the results of established process and procedure, but like to find ways to maximize efficiencies? Do you enjoy training that pushes you toward being an expert in your field? If so, then you should consider applying for this position with Joink!
ABOUT THE COMPANY
Joink, LLC was founded as an Internet Service Provider, providing dial-up, DSL and fixed wireless broadband Internet services. Today, the company provides connectivity for customers who span the landscape from residential to enterprise using technologies that include leased lines, unlicensed wireless, licensed wireless, and fiber optics. Also, the company provides managed hosting services including virtual machine, web/email, and offsite backup storage. And finally, the Company’s technology services group leverages its enterprise knowledge of networking, software, storage, and telephony technologies to provide design, installation, and continued support around key technologies from companies such as VMware, Cisco UCS, IBM, Veeam and Microsoft.
ABOUT THE POSITION
As an MSP Operations Analyst, you will be responsible for the process of service requests, project coordination, and ensure full utilization of technical resources. Will work with the Managed Services Manager to improve the usage of technical resources, communicate expectation to customers, and schedule resources.
REPORTS TO
Managed Services Manager
SUPERVISES
No direct reports
May lead, train, or participate in work team assignments
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Assist with project intake and gathering required documentation
Understand overall service desk objectives, as well as role and function of each team member
Manage the dispatch process of service requests to ensure full utilization of technical resources
Provide administration/internal project support, as required
Support team in offering technical support/serve as a technical escalation point, when applicable
Communicate with all parties in a constructive manner to guarantee customer expectations are met
Design and maintain process documentation for service desk
Assist in review of billable time, validating time approximates the issue and adjusts for escalation as needed
Assist in reviewing metrics regarding call time, response time, number of escalations, accuracy and timeliness of documentation
Follow up with customer concerns and overall satisfaction, especially after completion of large projects
Coordinate procurement of hardware/licenses for customer orders and/or assist in proposal development
KNOWLEDGE, SKILLS, AND ABILITIES
Exceptional customer service skills
Ability to manage multiple tasks simultaneously in a team environment
Must be able to maintain a calm and professional demeanor
Must be willing to learn new technologies and perform additional duties as needed
Strong written and oral communication skills
Attention to detail
Ability to conduct research into issues, standards, and products as required
QUALIFICATIONS
Key qualifications include:
Candidate must be willing to reside near or commute to Terre Haute, Indiana.
2 years in a Project Coordinator role or similar
Experience with project planning and resource scheduling
Familiarity with Connectwise, SalesForce, professional services automation tooling preferred
WORKING CONDITIONS
8 AM – 5 PM, Monday – Friday, Office and/or remote work, with some scheduled after-hours events
Available to respond to urgent outages remotely upon request
OTHER DUTIES
Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.
EEO STATEMENT
Joink, LLC is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.