ABOUT THE COMPANY

Joink, LLC was founded as an Internet Service Provider, providing dial-up, DSL and fixed wireless broadband Internet services. Today, the company provides connectivity for customers who span the landscape from residential to enterprise using technologies that include leased lines, unlicensed wireless, licensed wireless, and fiber optics. Also, the company provides managed hosting services including virtual machine, web/email, and offsite backup storage. And finally, the Company’s technology services group leverages its enterprise knowledge of networking, software, storage, and telephony technologies to provide design, installation, and continued support around key technologies from companies such as VMware, Cisco UCS, IBM, Veeam and Microsoft.

ABOUT THE POSITION

As an MSP Operations Analyst, you will be responsible for the process of service requests, project coordination, and ensure full utilization of technical resources. Will work with the Managed Services Manager to improve the usage of technical resources, communicate expectation to customers, and schedule resources.

REPORTS TO

• Managed Services Manager

SUPERVISES

• No direct reports
• May lead, train, or participate in work team assignments

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Assist with project intake and gathering required documentation
2. Understand overall service desk objectives, as well as role and function of each team member
3. Manage the dispatch process of service requests to ensure full utilization of technical resources
4. Provide administration/internal project support, as required
5. Support team in offering technical support/serve as a technical escalation point, when applicable
6. Communicate with all parties in a constructive manner to guarantee customer expectations are met
7. Design and maintain process documentation for service desk
8. Assist in review of billable time, validating time approximates the issue and adjusts for escalation as needed
9. Assist in reviewing metrics regarding call time, response time, number of escalations, accuracy and timeliness of documentation
10. Follow up with customer concerns and overall satisfaction, especially after completion of large projects
11. Coordinate procurement of hardware/licenses for customer orders and/or assist in proposal development

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional customer service skills
• Ability to manage multiple tasks simultaneously in a team environment
• Must be able to maintain a calm and professional demeanor
• Must be willing to learn new technologies and perform additional duties as needed
• Strong written and oral communication skills
• Attention to detail
• Ability to conduct research into issues, standards, and products as required

QUALIFICATIONS

Key qualifications include:

• Candidate must be willing to reside near or commute to Terre Haute, Indiana.
• 2+ years in a Project Coordinator role or similar
• Experience with project planning and resource scheduling
• Familiarity with Connectwise, SalesForce, professional services automation tooling preferred

WORKING CONDITIONS

• 8 AM – 5 PM, Monday – Friday, Office and/or remote work, with some scheduled after-hours events
• Available to respond to urgent outages remotely upon request

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink, LLC is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.