Responsibilities
- Act as the primary contact for resolving advanced technical issues not resolved by frontline support teams.
- Handle escalated incidents related to backup failures, ensuring timely recovery and system stability.
- Oversee the onboarding process for internal employees, ensuring proper access and system setup.
- Manage the offboarding process for internal staff, ensuring secure deactivation of accounts and systems.
- Lead client onboarding, configuring necessary systems, accounts, and technical settings.
- Manage client offboarding, ensuring proper decommissioning of services and data handling.
- Design and manage datacenter and cloud infrastructure, with emphasis on Windows and Microsoft Azure platforms.
- Implement and maintain reliable backup architectures using Veeam for comprehensive data protection.
- Deploy and support Veeam backup environments for both internal operations and client systems.
- Regularly verify backup integrity using Veeam tools to confirm data recoverability.
- Respond to and resolve backup system failures to minimize service disruption and data loss.
- Refine Veeam backup policies to improve efficiency, meet compliance standards, and enhance security.
- Support and troubleshoot the ConnectWise Automate platform for monitoring and management tasks.
- Develop and enhance scripts and automation workflows within the RMM system to reduce manual effort.
- Maintain and resolve issues with Addigy and Microsoft Intune for endpoint management.
- Build and manage scripting solutions for mobile device management via MDM platforms.
- Ensure reliable operation of ConnectWise Manage by monitoring and troubleshooting system performance.
- Evaluate new MSP tools through proof-of-concept testing before integration.
- Integrate third-party tools into the managed services environment to improve workflow efficiency.
- Design and maintain patch management processes for Windows and third-party software to ensure security compliance.
- Develop and keep up-to-date detailed documentation for all technical systems and operational procedures.
- Document Veeam backup configurations, testing results, and recovery protocols for audit and operational use.
