Position Summary
The position requires maintaining technical responsibilities while leading all Managed Data Backup-related operations. Responsible for executing projects of varying sizes, overseeing backup aspects of new customer onboarding, acting as the primary contact on backup vendor management, and maintaining backup systems and tools on behalf of Kinetix. Leads in innovation, research, documentation, and maintenance of all Kinetix backup solutions. Duties include but are not limited to the following and Kinetix Management Team may assign additional tasks.
Essential Functions and Basic Duties
- Own projects, solutions, and key responsibilities concerning backup services and systems
- Identifying and resolving security risks within backup-contracted customer sites
- Installing, documenting, administering, and troubleshooting backup solutions
- Configuring backup systems, analyzing backup requirements, and recommending improvements
- Consulting with staff, managers, and executives about the best backup practices and providing technical advice
- Training staff to understand and work within defined backup processes
- Handle backup-critical IT tasks and systems that provide an advantage to Kinetix
- Work alongside internal and external partners to communicate project status, activities, and achievements
- Interact with the help desk and other teams to assist in troubleshooting and provide technical support when needed
- Provide analytics for meaningful insights
- Keep updated on new technology and relay to other personnel as required
- Review backup-related projects and work requests to ensure Service Level Agreements (SLAs) are met or exceeded
- Perform overall customer satisfaction concerning company policy
- Ability to stay current with technology trends
This includes the above-referenced activities and additional assigned tasks to be performed at customer sites and from the Kinetix NOC.
Qualifications / Required Knowledge
- Bachelor’s degree in technology or computer science preferred
- Proven work experience in IT (minimum 2 years)
- Experience working in an MSP or IT service provider preferred
- Technological/Industry trends
- Computers and software applications
- Customer service principles
- Professional certifications are beneficial Comp A+ or Microsoft Certifications
Skills / Abilities
- Problem-Solving – Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well with group problem-solving situations
- Analytical – Uses intuition and experience to complement service data and customer information; reviews current workflows and procedures to improve efficiency
- Oral & Written Communication – Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification.
- Teamwork – Exhibits objectivity and openness to others’ views; welcomes feedback; contributes to being a part of a positive team spirit
- Planning/Organizing – Prioritizes and plans work activities; uses time efficiently
- Professionalism – Tactfully approaches others; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
- Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
- Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
- Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent
- Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; commits to work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan
Company Requirements
- Valid Louisiana driver’s license with clean driving record
- Proof of US Citizenship
- No felony arrests
- Dress and appearance should be business casual and grooming according to Kinetix Handbook and position
Confidential Obligations
In the course of employment, the employee shall not disclose in any manner whatsoever and shall hold and maintain the following Confidential Information in the strictest confidence:
- Salary and benefit offerings
- Confidential, important, and/or proprietary technical information concerning the Company’s products and activities
- Business plan and plan of operations
- All customer information, including but not limited to the following: customer lists, proposals, invoices, financial statements, non-published price lists, trade secrets, and business models.
If the recipient makes unauthorized disclosures or misappropriates Confidential Information, the Company will be notified immediately, and the recipient will be considered in breach of the obligation.