Centralized Services Technician
hace 1 semana
THE ROLE: We're seeking a Centralized Services Technician. This role is designed for a highly analytical and proactive IT professional who excels in a dynamic MSP environment and can manage system health without relying on scripts or step-by-step guides. You'll play a key role in proactive fleet management, including patching, backups, automation, standards enforcement, and improving system performance across multiple clients. REQUIREMENTS:
- 3+ years of ConnectWise Manage & ConnectWise Automate administration experience.
- 5+ years of Help Desk, Centralized Services, or enterprise IT operations experience in an MSP or multi-tenant environment.
- Exceptional troubleshooting skills with the ability to work unscripted and solve complex issues end-to-end.
- Hands-on systems experience: Windows 10/11, Windows Server, Active Directory/Azure AD, Microsoft 365 administration, RMM/EDR/backup platforms, and basic macOS support.
- Proficiency with Microsoft 365 and Office in business environments.
- Ability to research effectively using Google, forums, and AI tools to accelerate diagnosis and implementation.
- Strong communication and documentation habits across tickets, change notes, and knowledge articles.
- Automation fluency (e.g., PowerShell, RMM policies) to standardize and improve operational outcomes.
Preferred Impact (What Success Looks Like)
- ≥95% patch coverage, rapid backup remediation, and clear downward trends in reactive incidents.
- Completed quarterly audits for every customer, with any gaps resolved within agreed timeframes.
- Delivery automation that eliminates recurring manual work and measurably strengthens fleet posture.
Education:
- Relevant studies in Systems Engineering, Information Technology, or related fields (preferred but not mandatory with strong experience).
- 3+ years administering ConnectWise Manage & ConnectWise Automate.
- 5+ years in Help Desk, Centralized Services, or IT operations in an MSP or multi-tenant environment.
- Strong troubleshooting and problem-solving skills, with ability to work unscripted.
- Hands-on experience with Windows 10/11, Windows Server, Active Directory/Azure AD, Microsoft 365, RMM/EDR/backup tools, and basic macOS support.
- Proficiency with Microsoft 365 and Office in business environments.
- Ability to research effectively using Google, forums, or AI tools.
- Automation fluency (PowerShell, RMM policies).
- Excellent communication and documentation skills across tickets and knowledge bases.
- Ownership mindset.
- Strong analytical thinking.
- Proactive and organized.
- Detail-oriented with a focus on continuous improvement.
- Communicate any challenges or expectation mismatches discovered with clients to the management team, providing continuous updates until resolved.
- Monitor and report on all patching and backup troubleshooting tickets assigned to Attentus Centralized Services, ensuring issues are resolved within agreed service levels.
- Identify opportunities and submit requests to improve processes through automation.
- Consistently close all assigned Centralized Services tickets within agreed-upon SLAs.
- Examples include backup failures/remediation, and critical server/system patching.
- Ensure backup issues are resolved within 24 hours, or that necessary equipment is ordered and scheduled for installation.
- Track down systems not automatically patching and investigate underlying issues.
- Conduct quarterly audits for every customer to verify toolsets are applied and running properly.
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