Product Support Specialist

2 weeks ago

Gurgaon, Haryana, India OculusIT Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Title: ConnectWise Administrator

Location:
Gurgaon, India

Department:
IT / Managed Services

Reports To:
Director - IT

Job Type:
Full-Time

Job Summary:

We are seeking a skilled and detail-oriented
ConnectWise Administrator
to manage, maintain, and optimize our ConnectWise platform. This role is critical in ensuring the efficiency and effectiveness of our service delivery, ticketing, automation, and reporting processes. The ideal candidate will have hands-on experience with ConnectWise Manage, Automate, and related modules, and will work closely with cross-functional teams to support business operations.

Key Responsibilities:

  • Administer and maintain the ConnectWise suite (Manage, Automate, Control, etc.)
  • Configure workflows, service boards, SLAs, and automation rules to streamline operations.
  • Manage user roles, permissions, and security settings.
  • Develop and maintain dashboards, reports, and KPIs for various departments.
  • Integrate ConnectWise with third-party tools and platforms (e.g., QuickBooks, IT Glue, RMM tools).
  • Provide training and support to internal users and ensure best practices are followed.
  • Troubleshoot and resolve system issues, working with ConnectWise support as needed.
  • Participate in system upgrades, testing, and documentation.
  • Continuously evaluate and improve system performance and user experience.

Qualifications:

  • Proven experience as a ConnectWise Administrator or similar role.
  • Strong knowledge of ConnectWise Manage and Automate.
  • Experience with scripting (PowerShell, SQL) is a plus.
  • Familiarity with ITIL processes and MSP operations.
  • Excellent problem-solving and analytical skills.
  • Strong communication and documentation abilities.
  • Ability to work independently and collaboratively in a fast-paced environment.

Preferred Certifications:

  • ConnectWise Certified Professional (Manage/Automate)
  • ITIL Foundation Certification
  • Microsoft or CompTIA certifications (optional)

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