App-Ops - Application Administrator

1 month ago

Nashua, United States Rightworks LLC Full time
Job DescriptionJob Description

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

App-Ops Application Administrator is an advanced highly motivated, personable, flexible, experienced professional team member that facilitates the technical requests placed by our customers and supported application vendors. The Engineer is responsible for managing the day-to-day support requests of customers/vendors, working/debugging escalated tickets, automating processes/procedures, hands on testing of our most popular applications, documenting procedures/test plans and managing/executing on major team projects. This position will primarily focus on maintaining and supporting the 400+ applications that Rightworks currently hosts for its customer base providing a positive experience for our clients with their service and support requests.

Responsibilities

  • Debugging of escalated application support tickets
  • Fix trending multiuser issues
  • Script and automate update procedures for application maintenance and corrections
  • Ensure a positive customer\vendor experience and high customer\vendor satisfaction.
  • Be Involved in the day-to-day functions of the Rightworks applications team: maintain the QA SalesForce queue; monitor Teams and\or Slack channels; prep and test applications updates for weekend maintenance; educate and inform sales and support teams.
  • Be responsible for having an in depth understanding of the Rightworks procedures and processes
  • Assist in developing documentation, knowledgebase, and best practice guides
  • Communicate highly technical information to both technical and non-technical users
  • Assume role as a liaison between product vendor support and hosted customer
  • Develop, document, and execute application test procedures
  • Perform application and server maintenance during normal maintenance hours

Requirements

  • Two or more years of experience supporting Windows based applications, technologies and systems
  • Competency in various technologies such as Citrix, Microsoft, Windows applications, etc.
  • Experience with SQL technology and database administration preferred
  • Competency with windows scripting (Powershell, CMD) preferred
  • Excellent communication, time management, prioritization, decision making, presentation, and organizational skills
  • Ability to critically think and come to well-reasoned conclusions and solutions after taking into account all evidence
  • Ability to understand and prioritize accordingly a client’s level of urgency based on degree of impact or need
  • Must be teamwork oriented and communicate frequently with peers in such a way that provides assistance to one another to help with team objectives
  • Ability and desire to learn Rightworks’ processes and technologies
  • Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired
  • Feedback from Managers, CSMs, and other coworkers should be positive in nature and reflect a positive image of Right Networks
  • Bachelor’s degree in business, computer science or equivalent experience
  • MCP, CCA Certification, or equivalent experience preferred

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

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