System Administrator (for Pooling)

About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client 

Our cient is founded in Salt Lake City, UT. They make device management simple, secure, and Pretty Damn Quick. Their IT teams use products to reduce complexity, improve efficiency, and enhance control in their unique environments. They are backed by TA Associates, a top-tier global PE fund. SimpleMDM and SmartDeploy are powered by PDQ

About the Role

We are seeking a skilled System Administrator to join our team and play a pivotal role in onboarding new customers to PDQ products. In this role, you will collaborate closely with our technical support group and utilize predefined onboarding plans/templates to ensure seamless integration and setup for our clients.

What you’ll do

• Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they are effectively set up on PDQ products. Collaborate with technical support and utilize onboarding plans/templates with customers to ensure they have accomplished key value drivers with the product in their 30-60 days.
• Technical Support Escalation: Identify and escalate level 2 or higher technical issues to Sales Engineers. Collaborate with Sales Engineers to address complex issues, escalating to the Solutions Team when necessary.
• Product Knowledge: Demonstrate proficiency in PDQ products and their value propositions including how they work in conjunction with other products like Intune. Understand key differentiators vs. competitive products such as Intune, SCCM, NinjaOne, ManageEngine, Action1, etc. Leverage the knowledge base maintained by the Solutions team to enhance customer support.
• Communication and Collaboration: Conduct customer calls via Zoom for support and onboarding purposes. Utilize RingCentral for outbound communication as needed. Effectively communicate with customers and collaborate within a multi-location or offshore team environment. Fielding feature requests and feedback from customers that help guide the Product and Engineering teams to make our products even more beneficial
• Active Directory Expertise: Utilize strong Active Directory experience to support integration and troubleshooting. Familiarity with other AD alternatives is a plus.