UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides technical, professional, cyber security and managed services.
This is a full-time remote position; however, you must reside in one of the following states: FL, GA, NC, SC, OK, TN, TX, MO, PA, VA
Sr. ConnectWise Administrator
The Sr. ConnectWise Administrator will lead and oversee the management and administration of the UDT On-Prem ConnectWise instance. The Sr. ConnectWise Administrator will play a crucial role in ensuring UDT’s environment complies with various business units that provide exceptional customer support and service both externally and internally. The administrator will research requested enhancements and implement them following defined change management policies. Will work with 3rd party vendors to provide leadership and guidance to develop and implement requests beyond standard configurations. By being creative, energetic, and self-driven, you understand MSP Business models, customer interaction processes, and their use cases in order to ensure the environment is configured to meet expectations. This position is ideal for a result-oriented professional who is passionate about delivering top-tier service and driving continuous improvement across company operations.
Responsibilities
- Collaborate with business leaders and cross-functional teams to integrate ConnectWise with other systems and applications.
- Be the primary focal point that provides leadership and guidance to the business related to ConnectWise best practices.
- Audit the environment and create use-case examples of improvement opportunities to the environment that could enhance engagements for departments across the organization.
- Administer the ConnectWise instance to maintain optimal performance and functionality.
- Configure and setup features and workflows within ConnectWise based on business needs.
- Provide technical support and troubleshooting issues related to ConnectWise implementation and usage.
- Create and provide internal training on new ConnectWise features. Be an answer point and provide guidance to individual department trainers on existing features and best practices.
- Manage, administer, and setup Streamline IT instances including workflows, user licenses, and features. Create standards for UDT sales and pre-sales to utilize when engaging with customers.
- Train external users on individual Streamline IT environments and work with Account Management, Service Delivery Managers, and MSP Leaders to enhance Streamline IT as customer requirements change.
- Partner with UDT Internal Technical Support regarding issues related to the underlying architecture and servers.
- Manage 3rd party partners who will assist in developing features beyond configuration. Partner with UDT department leaders to collect feature requirements and then ensure the partners deliver within acceptable time frames.
- Stay updated on ConnectWise updates, features, and best practices to recommend improvements and enhancements.
- Other related duties as assigned
Qualifications & Experience
- 5+ years of experience administering a ConnectWise platform, either on-prem or cloud based
- 5+ years of experience with configuring ConnectWise features, workflows, and integrations.
- 3+ years directly interfacing with and influencing software vendors, 3rd party developers, contractors, or subcontractors.
- 3+ years of working in an MSP environment
- Experience with software and/or overall system upgrades is a plus.
- Familiarity with Remote Monitoring and Management systems is a plus (OpsRamp, Icinga, etc…)
- Excellent problem-solving skills and the ability to troubleshoot technical issues related to ConnectWise is required.
- Effective documentation skills is required to relay information to both technical and non-technical customers.
- Experience communicating technical subjects to technical and non-technical audiences. Experience communicating and influencing up to and beyond the CIO level as well as with individual technical contacts.
- Must have the ability to self-manage and prioritize tasks and time efficiently in a fast-paced environment.
- Experience in working, integrating, and reporting from 3rd party reporting tools is a plus. MSPbots, and Power BI is a plus.
- Customer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams. Strong communication skills and technical aptitude to enhance customer engagements.
- Can anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.
- Experience working with K12 and Higher Education sectors is a plus
Education
- A bachelor’s degree in information technology or business is required.
- ConnectWise certifications or training
- Proficiency in MS Office Suite.
- Any other certifications or professional development units (PDUs) are a plus.
What UDT offers you
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off.
Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status
