Mindfore Technologies is seeking a skilled MSP Technical Analyst to manage and optimize IT operations using ConnectWise PSA, RMM tools, and SentinelOne. The role involves streamlining workflows, ensuring endpoint security, and providing exceptional client support through proactive monitoring, troubleshooting, and automation. This position requires expertise in integrating tools, enhancing cybersecurity measures, and delivering data-driven insights to improve service delivery.
Responsibilities:
ConnectWise PSA:
Manage service desk operations, including ticketing, billing, and invoicing workflows.
Automate repetitive processes such as ticket updates and billing reconciliation using integrations with tools like SentinelOne.
Monitor and maintain SLA compliance and project management tasks within the PSA system.
ConnectWise RMM:
Perform remote monitoring and management of client systems, including patch management, software updates, troubleshooting, and system health monitoring.
Generate analytics and custom dashboards to provide insights into client infrastructure and performance metrics.
SentinelOne:
Implement endpoint detection and response (EDR) solutions to monitor suspicious activity and mitigate threats.
Integrate threat data from SentinelOne into ConnectWise PSA to ensure real-time updates on cybersecurity incidents.
Conduct vulnerability assessments and remediation using SentinelOne's advanced security features.
Automation and Integration:
Configure workflows between ConnectWise PSA, RMM tools, and SentinelOne to streamline operations such as ticket creation, incident updates, and reporting.
Leverage APIs for seamless integration across platforms to enhance operational efficiency.
Client Support and Communication
Provide technical support for managed services clients by addressing tickets related to system issues or cybersecurity threats.
Communicate with clients regarding system health reports, threat remediation processes, and ongoing maintenance activities.
Cybersecurity Management:
Monitor endpoints for malware or ransomware attacks using SentinelOne's EDR capabilities.
Respond to cybersecurity incidents by triaging alerts, containing threats, performing forensic analysis, and ensuring proper remediation measures are applied.
Reporting and Analytics:
Create detailed reports on system performance, security incidents, SLA adherence, and project progress using ConnectWise PSA analytics tools.
Use RMM-generated data to optimize service delivery and demonstrate value to clients through actionable insights.
Continuous Improvement:
Stay updated on advancements in MSP tools such as AI-driven automation features in ConnectWise PSA or SentinelOne's evolving threat detection capabilities.
Periodically revisit workflows to improve efficiency or adapt to changes in business requirements or technology capabilities.
Qualifications
Minimum five (5) years of experience in IT support or related technical roles with significant exposure to Tier 2 issues.
Minimum five (5) years of ConnectWise PSA and RMM Tools
Minimum five (5) years of SentinelOne (EDR Tool)
Well-versed with Windows Server, Active Directory, Group Policy, Microsoft 365 and Gsuite (administration and troubleshooting).
Proven ability to troubleshoot and configure network infrastructure (firewalls, switches, VPNs, wireless access points).
Proficient understanding of backup solutions and disaster recovery practices.
Excellent troubleshooting and problem-solving skills.
Strong communication skills, both written and verbal, with a focus on delivering excellent customer service.
Ability to work independently or as part of a team, managing multiple priorities in a fast-paced environment.
Willingness to learn and adapt to new technologies and systems.
Excellent attention to detail and strong organizational abilities.