JOB DESCRIPTION

Job Title: MSP IT Consultant

Department: IT Infrastructure Location: Millersville, MD (Onsite)

JOB SUMMARY:

We are seeking a highly motivated and experienced individual to join our team as an IT Consultant. The ideal candidate will be responsible for overseeing the delivery of IT services to our clients, ensuring customer satisfaction, and maintaining strong account relationships.

IT Consultants are the primary account/service delivery management contacts for our clients, and they help the customer get the most out of their investment with OmegaCor Technologies.

YOUR ROLE:

• Ensure OmegaCor is delivering the agreed terms and conditions of the active customer contract.
• Foster strong relationships with clients, understand their needs, and consistently deliver exceptional service to exceed their expectations.
• Monitor and manage service level agreements (SLAs) to ensure compliance and client satisfaction.
• Assist in preparing and delivering presentations and proposals to clients, showcasing our services and solutions effectively.
• Provide consulting services, advising clients on technology strategies, best practices, and solutions.
• Conduct regular technology business reviews (TBRs) to assess client satisfaction, address concerns, and identify technology improvements and optimizations based on client requirements and industry trends.
• Maximize the efficient and effective usage of OmegaCor resources on the customer account.
• Collaborate with clients and internal teams to design and develop technology solutions that align with their business objectives.
• Support company sales by conducting technical discovery sessions with existing and potential clients, assessing their technology needs, and providing recommendations.
• Serve as a technical escalation point for internal teams, providing guidance and support on complex technical issues.
• Participate in the interview process for technical roles, assessing candidates' technical expertise and fit for the team.
• Manage customer communications on major incidents.
• Monitor and improve the Net Promoter Score by implementing strategies to enhance client satisfaction and loyalty.
• Continuous education on customer service, operations management, and technical familiarity with our tools and services.
• Other duties as assigned.

TECHNOLOGIES WE USE:

• PSA - ConnectWise Manage (Ticketing and Time Entry)
• RMM - Remote Monitoring and Management
• Firewall - Primarily SonicWALL firewall, NetExtender for SSL-VPN, but maintain and manage few other firewall models as needed
• Business Continuity Solutions - Datto Business Continuity, File Protection, SaaS Backup solutions
• Warranty and Asset Management
• CSAT and NPS rating systems for customer satisfaction
• Advanced Cyber Security Solutions

• • Multi-Factor Authentication (MFA/2FA) over SSL-VPN, Remote Desktop, Privileged logins, Cloud solutions such as M365 and Google, etc.
  • Security Awareness Training and Phishing Simulations
  • Managed Detection and Response tools
  • SIEM management and solutions
  • Compliance tools for HIPAA, CMMC, NIST, etc.
  • DNS/Proxy Web Filtering
  • Application Control
  • Network, Security, Risk and Vulnerability Assessments
  • Phishing and Spam Filters
  • SaaS Alert tools
  • Endpoint Protection (AV, EDR, XDR)

WHAT WE LOOK FOR:

OmegaCor is looking for individuals with qualities that meet our Core Values and help with the mission and vision of the organization. These qualities include the ability to:

• Improve customer service, perception, and satisfaction
• See problems and proactively solve them
• Consult clients and make recommendations based on OmegaCor's recommended solutions and stack of services
• Provide a fast and efficient turnaround of customer requests
• Work in a team and communicate effectively
• Continually learn, change, and adapt to the ongoing technology and security landscape
• Go over and above when needed to ensure client needs are met to their satisfaction
• Document internal processes and procedures related to duties and responsibilities
• Enter time and expenses in real time
• Understand processes of OmegaCor by completing assigned training materials
• Make and suggest improvements of OmegaCor's processes, solutions, and workflows
• Enter all work time is entered as service or project tickets
• Document solutions, SOP's, and best practices to continually improve our knowledge base
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
• Be a dependable teammate and asset to the organization

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree or 7 years' experience in Managed Services and ITIL v4 Foundations

• Excellent communication and negotiation skills.
• Proven ability to understand and align IT services with business objectives.
• Rapid Problem-solving and decision-making abilities
• Effective time management
• Ability to prioritize and multitask effectively in a fast-paced environment.
• Consultative abilities
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Self-motivated with the ability to work in a fast-moving environment

WHO WE ARE:

OmegaCor Technologies is a fast-paced Managed Service provider looking for IT professionals that can rise up to meet our client demands while continually upholding our core values (Accountable, Client-Centric, Results-Driven, Collaborative, Dedicated, Humbly Confident). We have been in business 25 years and have adapted and growth with the evolution of managed services and technology. We maintain and manage dozens of client environments in multiple verticals in the Greater Baltimore and surrounding areas. We are small business that has big goals and looking for key personnel who want to be part of the next phase of growth for the organization.

OUR MISSION STATEMENT:

"To be a reliable and trusted technology partner ensuring client delight through an exceptionally dedicated and talented team in support of the productivity, security, and business continuity of our clients, while "paying it forward".