Ntiva, Inc.

Technician

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests
• Engage with clients via email, providing clear and prompt communication
• Leverage your Windows proficiency, network skills, and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops
• Conduct basic client account administration in Office 365 and Active Directory
• Track scheduled work, proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed
• Log detailed case notes in Ntiva's ticketing system and other documentation platforms, ensuring clear and accurate records
• Assess the need for documentation updates and inform management of any necessary changes
• Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships
• Maintain meticulous attention to detail to uphold accuracy and efficiency standards

Service Desk Technician I

Security Analyst

• Monitor & Investigate: Actively monitor security dashboards, queues, and alerts from various sources (automated tools, escalated tickets) to detect potential threats.
• Incident Triage & Response: Conduct initial investigations into security alerts, perform rapid response actions like securing user accounts, and collect necessary log data for analysis.
• Escalate Effectively: Analyze findings to determine the scope and severity of incidents, resolving straightforward issues and escalating complex cases to Level 2 Analysts with clear, concise information.
• Security Tool Management: Review and implement authorized, routine changes to security tools, such as processing client exemption requests in the EDR or temporarily adjusting settings for testing.
• Collaborate with the Security Team: Work closely with fellow analysts and security engineers, sharing information, participating in team discussions, and contributing to a collaborative security environment.
• Engage with Users/Clients: Communicate professionally and clearly with end-users or clients to gather details about potential security issues, explain security procedures, and provide guidance during incident resolution.
• Liaise Across Departments: Interact effectively with other teams (e.g., Reactive Support, Client Strategy, NOC) to coordinate security responses and share necessary information.
• Document Actions: Maintain accurate and detailed records of investigations, actions taken, communications, and resolutions within ConnectWise.
• Provide Support: Offer timely and helpful support related to security inquiries, upholding a professional and customer-service-oriented approach in all interactions.

Security Analyst I

• Manage client service tickets, ensuring timely resolution or proper escalation
• Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)
• Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problems
• Perform software upgrades and address system gaps or process issues
• Create, update and maintain accurate client documentation
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor fellow Ntivians to enhance performance and support professional development
• Adhere to industry best practices and ensure compliance with security and operational standards
• Assist with additional duties to support team goals

Service Desk Technician I

Security Analyst I

Service Desk Technician II