Technical Services Specialist - UMM

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Technical Services Specialist is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issue partner issues.

Essential Duties & Responsibilities:
• Provides support to cross-functional teams, with close attention to detail
• Research, analyze, and document findings
• May coach, review, and/or delegate work to other team members
• Documents partner interactions, troubleshooting, and results in a clear and concise manner
• Engages in the systems analysis of hardware and software for best practices and provides solutions based on the diagnosis of the problem
• Provides and implements solutions based on partner and end-user needs
• Provides application of systems analysis procedures and consults with partners to determine their software and systems functional applications
• Assists with creating future release functionality, bug fixes, patches, and updates
• Interacts with partners and end users to provide support via phone, ticket system, and chat to answer inquiries regarding the system
• Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and partners
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources
• Relies on limited experience and judgment to plan and accomplish goals.

Knowledge, Skills, and/or Abilities Required:
• Ability to manage large projects and processes independently with limited supervision
• Recognized subject matter expert of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business partner requirements
• Detail-oriented, communication, and organizational skills
• Knowledge of Microsoft Windows, Exchange, and SQL Server, and Google Apps
• Advanced experience with Microsoft operating systems at the desktop and server level
• Server-level technical skills, including server builds and administration, setup and support, antivirus management, and virtual environment administration
• Broad understanding of relational databases, data warehousing, markup languages, and web technologies
• Knowledge of IIS
• Advanced experience with Microsoft operating systems at the desktop and server level
• Knowledge of operating terminal service, Active Directory, DNS, and Citrix
• Strong problem-solving abilities
• Ability to meet deadlines

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in a related field or equivalent business experience

• 2+ years of relevant experience

Working Conditions:

• On-site / Hybrid depending on location

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.