Job Description
. Kaseya Administration • Utilize the Kaseya IT management platform for efficient endpoint monitoring. • Configure and deploy Kaseya policies for endpoint devices, ensuring compliance with organizational IT standards. • Monitor device health, apply updates, and address alerts generated by Kaseya. • Troubleshoot and resolve Kaseya-related issues, escalating to the product owner when necessary. 2. Oomnitza Integrations Administration • Manage integrations of Oomnitza with other IT systems (e.g., Kaseya, Intune, Absolute) to streamline asset tracking and reporting. • Generate reports and dashboards on asset utilization, compliance, and lifecycle status for stakeholders. 3. Intune Backend Administration • Administer and configure Microsoft Intune for endpoint management, ensuring proper device enrollment and compliance with company policies. • Manage Intune policies for mobile device management (MDM) and mobile application management (MAM). • Deploy and update apps, security settings, and configurations via Intune. • Troubleshoot device enrollment issues and provide backend support for Intune-related problems. • Implement secure device management practices, including encryption, remote wipe, and conditional access policies. 4. Technical Support • Provide technical assistance to end-users, troubleshooting hardware and software issues across desktops, laptops, and mobile devices. • Act as the primary point of contact for user support inquiries related to endpoint management, system access, and IT hardware. • Resolve support tickets promptly and efficiently, escalating complex issues to the appropriate teams when necessary. • Support device deployment, imaging, and configuration for new or existing users. 5. System Maintenance and Integration • Assist with the maintenance and administration of IT systems, ensuring seamless integration between Kaseya, Oomnitza, Intune, and other tools. • Monitor system performance, identify and resolve issues, and recommend improvements for reliability and scalability. • Collaborate with IT teams to optimize workflows, reduce manual tasks, and improve overall system efficiency. • Conduct periodic health checks and updates for IT systems and infrastructure. 6. Documentation and Reporting • Maintain detailed documentation for Kaseya, Oomnitza, and Intune configurations, policies, and workflows. • Document troubleshooting steps, resolutions, and system changes for future reference. • Generate regular reports on IT asset usage, endpoint compliance, and system performance for IT management. Key Performance Indicators (KPIs): • System Uptime: Percentage of time Kaseya, Oomnitza, and Intune systems are fully operational. • Ticket Resolution Time: Average time to resolve support tickets related to endpoint management or IT issues. • Asset Data Accuracy: Percentage of IT assets accurately documented in Oomnitza. • Policy Compliance: Percentage of managed devices compliant with Intune policies. • User Satisfaction: Feedback from users on the quality and timeliness of support provided. Telecom and Phone System Support • Install, configure, and maintain Avaya phone systems (handsets, voicemail, and system servers). • Manage, test, and troubleshoot analog and digital fax lines to ensure clear transmission. • Monitor voice and data lines, coordinating with external telecom carriers and service providers to resolve outages. • Handle moves, adds, and changes (MACs) for all staff extensions and telecommunications hardware. 2. Qmatic System Support • Support the Qmatic customer journey and queue management systems. • Troubleshot system endpoints, including ticket printers, digital signage, and audio-visual displays. • Coordinate with IT and facility stakeholders to ensure seamless integration between the Qmatic software and the organization's LAN/WAN infrastructure.
