MSP Technology Operations Specialist

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Who You Are

We are seeking an energetic, passionate individual who possesses the following attributes:

• Strong overall communication skills, both verbal and written.
• Ability to coordinate and perform at a high level with multiple teams across different geographical locations.
• Ability to communicate technical concepts and issues to non-technical users.
• The ability to lead conversations that may be technical in nature.

What You Will Do

The MSP Technology Operations Specialist is a key role in the Jolera Support Model, focusing on the deployment, maintenance, and optimization of our Remote Monitoring and Management (RMM) tools, specifically NAble (N-Central), BrightGauge, and other related systems, as well as PSA tools like ConnectWise.

The successful candidate will:

• Deploy and maintain our RMM tools, ensuring all systems are up-to-date and functioning efficiently.
• Assist with the deployment of other tools/agents, and configuration and updates of PSA tools.
• Demonstrate confidence and appropriate communication skills, both verbal and written.
• Prioritize and multitask to ensure all assignments are completed within the set time frames while maintaining a standard of quality work.
• Focus on internal documentation and system configuration audits to ensure efficiency and streamline Knowledge and Data Management.

• Gather and build thorough support documentation regarding client environments, performing compliance checks to ensure standards are met, and sharing knowledge with the Service Operations Teams.

Key Responsibilities

• Provide training and guidance on usage of RMM tools to the technical services team to ensure proper utilization and maximized efficiencies.
• Configure and maintain security within the RMM tools to ensure adequate access and usage while preventing damage or misconfiguration.
• Ensure RMM tool integrity through regular updates and procedures that enhance availability and access, including evaluation of processes and procedures utilized within the RMM.
• Work with management and other technology stakeholders to drive higher quality services to managed clients and seek ways of lowering service delivery costs by finding new and more efficient ways of performing repetitive tasks and/or service delivery automation through RMM tools.
• Document RMM tool implementation practices, best practice usage, monitoring guidelines for client systems, integration of Jolera processes, and education of technical service delivery teams.
• Ensure all assignments are responded to and dealt with as per Jolera and customer standards.
• Continuously educate regarding the RMM tools and any feature sets or functions managed via the RMM tools such as 3rd party integrations, SNMP, scripting, WMI, systems usage, reporting, database functionality, and client systems.
• Conduct meetings and interviews with clients and other representatives as needed to understand issues encountered with the RMM and propose solutions.
• Make recommendations to the Client and Onboarding Team for improvements to systems and support procedures.
• Maintain the internal Documentation Management System and PSA as required.
• Ensure proper recording and accountability of time and effort spent on tasks and assignments using the PSA tool.
• Be knowledgeable about the Jolera Products and Services, including their associated Terms and Conditions.
• Be flexible to take on any associated tasks as needed.
• Follow all other procedures and quality standards as directed.

Qualifications

• 1+ year of previous Service Operations or Support experience, working in a technology department directly supporting users or customers.
• Intimate knowledge of RMM Tools and their functionality (N-Central experience a huge plus).
• Experience with PSA tools like ConnectWise.
• Demonstrated working understanding of ITIL/ITSM standards, policies, and procedures.
• Strong organizational, planning, and interpersonal skills.
• High attention to detail.
• Strong documentation skills.
• Ability to assume responsibility for multiple concurrent tasks and assignments, prioritizing accordingly and working with minimal supervision.
• Ability to work well with people from many different disciplines with varying technical abilities.
• Ability to maintain confidentiality.
• Ability to work rotating shifts as scheduled by the department Manager, as needed.

What We Offer

• Work remotely 2 days, and 3 days working in the office.
• Competitive compensation package.
• Competitive benefits package.
• Company perks, and various brand discounts.
• Company events, recognitions, and celebrations.
• Career development and growth opportunities.