Centralized Services Technician

_**Position Overview**:_

Working hours: 4 PM EST - 12 AM EST
- **Responsibilities**_

The responsibilities of our Centralized Services Technician revolve around managing and supporting critical IT services and infrastructure that are centralized within our organization. Some responsibilities include but are not limited to:

- **Security and Compliance**: Implement security measures and protocols to protect systems in centralized manner via available tools or manually (where applicable). Ensure compliance with industry regulations and best practices
- **Backup and Disaster Recovery**: Maintain healthy backups for all clients by addressing backup alerts, reconciling backup jobs against documented policies, develop policies etc.
- **Automation and Optimization**: Identify opportunities for automation and process optimization to improve the efficiency and reliability of centralized services. Relieve other delivery areas of manual work, analyze reactive service and provide guidance for improvements. Assistance with conducting analysis of new technologies and recommendations for internal tool stack development.
- Fleet management through our RMM tool
- Agent Maintenance & Deployment
- Administration of Endpoint Detection and Response Platform, Managed Backup Platforms, Client Experience Platform
- Maintenance of vendor API integrations throughout the internal tech stack
- Directory management (Active Directory & Azure AD)
- Endpoint policy management (Group Policy & Intune)
- Microsoft Azure tenant management, Microsoft Office 365 tenant management
- Security toolset management (EDR and MDR)
- **Standardization**: Participate in the creation of a set of standards to follow for all tasks related to centralization
- **Product and Service Knowledge**:Proactively review and test new services and products to increase overall success and optimalization of the organization.
- **Incident Response**: Respond to and resolve incidents related to centralized services, coordinating with other IT teams as needed.
- **Collaboration**: Collaborate with cross-functional IT teams to ensure seamless integration of centralized services with other IT components. Providing assistance to the service team as required on relevant areas of experience
- Provide after-hours (6PM to 11.30PM EST, and 6AM to 8AM EST) support to our clients as needed
- **Requirements**:_
- Incredible sense of pride and passion for what you do and a desire to help your teammates
- 5+ Years in the IT Field, MSP experience preferred
- BA or relevant certifications and working experience
- Experience working as part of a team
- Experience using an issue or ticket tracking system and RMM tools (Experience working with the Connectwise family of products (Connectwise Automate, Control, Brightgauge) an asset)
- Strong communication skills (written & verbal)
- Ability to learn new technologies and systems quickly
- Ability to work through issues methodically
- Ability & willingness to properly document processes and code
- Ability to work independently
- Great project management skills
- Knowledge of cybersecurity and privacy principles, previous exposure to security frameworks is preferred
- Experience managing Windows desktop and server operating systems environments
- Experience and knowledge required to manage an Azure tenant, Hyper-V environment, experience with management of networking (Cisco, Meraki is preferred)
- Proficiency with PowerShell, Python, Bash, or JavaScript
- Strong technical expertise in server administration, networking, cloud computing, and IT security.
- Exceptional problem-solving skills with a keen eye for detail and a proactive approach to IT management.
- Familiarity with IT service management best practices and methodologies.
- **KPIs**:_
- Alarms
- Number of alarms and response time
- Backups
- Patch Compliance Rate:

- The percentage of systems that are up to date with the latest patches and updates.
- System Performance Metrics:

- Various metrics like server load, network latency, storage utilization, etc., which provide insights into the performance of the systems

If you are interested in the role, we would love to hear from you

Please use this link below to start your assessments.

**Job Types**: Full-time, Permanent

**Salary**: From $42,500 per hour

Expected hours: No less than 40 per week

Application Question(s):
**Language**:

- English (preferred)