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Application Admin

Company: Right Networks
Location: Bozeman
Posted on: July 11, 2019

Job Description:

The Application Administrator is a highly motivated, personable, flexible, highly experienced professional IT team member that facilitates the technical support requests placed by our clients. The Application Administrator is responsible for managing the day to day support requests of clients, working on escalated tickets, assisting their peers with any service requests that aren't assigned, and impromptu training of the Consultants. The position focuses on all tickets on their assigned board and has an enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service. Ultimately, your efforts will be essential in providing a positive experience for our clients as they need technical support.An Application Administrator will Ensure a positive client experience and high client satisfaction Be Involved in the day-to-day functions of Right Networks application support which include Support of 1300 unique applicationsSupport, installing, and updating of Tax, Document Management, Audit, and Finance SoftwareWindows Server supportSupport of Registry, GPO's, , and etc. Be responsible for having an in depth understanding of the Right Networks procedures and processes Maintain queues at all times Assist in further development of Right Networks' help desk methodologies and proceduresAdditional ResponsibilitiesServices Team (Technical Support) Responsible for responding to tickets, troubleshooting issues through to a resolution, and/or escalating tickets as needed, all while following all documented procedures Maintain an in-depth knowledge and understanding of Right Networks technologies, hosted applications, and services Manage multiple tickets at one time Function as an escalation point for cloud tickets Assist in developing documentation, knowledge base and best practice guides Communicate highly technical information to both technical and non-technical users Provide advanced technical support to Right Networks' cloud servers and applications. Assume role as a liaison between product vendor support and hosted client Instill client confidence in Right Networks' infrastructure, processes, and personnel Go onsite for client relationship and trust building Provide On-Call after hours support on a rotating schedule with other Application AdministratorsProject Team Provide assistance to the project team by completing assigned tasks and supporting onsite resources Participate in the onsite portion of a project as needed. Provide feedback to the Project Manager for any process during the onboarding that needs improvementMiscellaneous Assist other departments as needed Complete special projects and tasks assigned by managementRequired Knowledge And Skills Every consultant will be required to log at least 75% of their time as billable hours in ConnectWise. Every consultant will be required to maintain a survey average of at least 90% Ticket Documentation reviews - The minimum score for a consultant on their ticket documentation should be a 5 (out of a possible 10) If the department is meeting our SLA goal for response time, the firms assigned to the consultant should also be meeting the SLA goal Feedback from Managers, CSMs, and other coworkers should be positive in nature and reflect a positive image of Right Networks Meet goals set on monthly One on Ones and Annual performance reviewsRequirementsRequired EducationTypically requires two or more years of experience supporting Windows based applicationsHigh school diploma or GEDBachelor's degree in business or computer science preferred.Either MCP, CCA Certification, or equivalent is requiredExcellent knowledge of MIS objectives and strategies.Excellent communication, time management, decision making, presentation, and organization skills.Able to provide technical assistance to the Right Networks client-baseAbility and desire to learn Right Networks processes and technologiesKnowledge of the accounting industry, as it relates to the services and products offered by Right Networks is desiredCompetency in various technologies such as Citrix, Microsoft, Dell, Network Monitoring Applications, etc.TravelTravel for an Application Administrator will be limited. In an effort to maintain technical prowess and familiarity with Right Networks technologies and processes, the position will require occasional visits to partner-clients to lead or assist in Project implementations. In addition, occasional short-term emergency visits to Partner sites may be necessary.To keep with the latest technology trends and product offerings, it may be necessary to attend in-state and out-of-state training seminars and vendor conferences (Citrix, Microsoft, Comdex, etc...).

Keywords: Right Networks, Bozeman , Application Admin, Accounting, Auditing , Bozeman, Montana

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