Company Overview
At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.
About the Role
The HaloPSA Solutions Architect / Administrator will join our internal technology team in a growth-oriented role with significant scope, visibility, and room to advance. This position is intended for a professional who has both designed a HaloPSA environment and operated one day to day. It is not a “configure and hand off” role. You will serve as the platform’s architect, administrator, and long-term steward, accountable for how HaloPSA is structured today and how it scales with the business.
Your time will be divided between strategic design (workflows, data model, integrations, and roadmap) and hands-on administration (configuration, automation, troubleshooting, user support, and release management). You will partner closely with Service Delivery, Sales, Finance, and Engineering to ensure the platform serves every part of the organization.
Key Responsibilities
Platform Architecture and Design
- Own the overall HaloPSA design, including ticket types, workflows, queues, SLAs, categories, teams, and the client and self-service portal experience.
- Design and maintain the platform’s data model and configuration standards in support of a multi-site, multi-brand national operation.
- Establish governance practices, including change control, configuration documentation, sandbox and development environments, and a platform roadmap.
- Evaluate new HaloPSA features and releases, and plan and execute upgrades with minimal disruption to service.
Platform Administration
- Perform day-to-day administration, including building and modifying workflows, business rules, custom fields, templates, reports, and dashboards.
- Manage users, roles, permissions, and security across the organization.
- Serve as Tier 3 escalation for platform issues, troubleshooting integrations, automations, and unexpected system behavior.
- Train and enable staff, and produce documentation and best practices for teams that rely on the platform.
Reporting and Analytics
- Build and maintain reporting for service delivery KPIs (SLA attainment, first response and resolution times, technician utilization, and CSAT) using HaloPSA’s native tools, including custom reports, dashboards, and scheduled distribution.
- Develop advanced, cross-platform analytics by querying the HaloPSA database with SQL, creating queries, views, and datasets that combine Halo data with sources such as Datto RMM, HubSpot, and Dynamics 365 Business Central.
- Partner with leadership to define the metrics that matter and ensure they are visible, accurate, and actionable.
- Own data quality within reporting by auditing report definitions, reconciling figures against Finance and Service Delivery expectations, and maintaining performance as data volumes grow.
Integrations and Automation
- Design, build, and maintain integrations between HaloPSA and the surrounding technology stack, including:
◦ Datto RMM: alerting, monitoring ticket ingestion, and device and site data synchronization.
◦ HubSpot: sales-to-service handoff, company and contact synchronization, and pipeline alignment.
◦ Dynamics 365 Business Central: billing, contracts, and financial data flow.
- Leverage the HaloPSA API, webhooks, and middleware (such as Power Automate, Zapier, or custom scripts) where native connectors are unavailable.
- Identify and automate manual processes across the service lifecycle.
AI Enablement
- Lead the adoption of AI capabilities within HaloPSA, including AI-assisted ticket triage, summarization, response drafting, and knowledge article generation.
- Evaluate and pilot emerging AI features, measure their impact, and scale those that deliver results.
- Identify opportunities for AI to improve ticket deflection, resolution times, and technician efficiency.
Required Qualifications
- Three or more years of demonstrable, hands-on HaloPSA administration experience, including direct ownership of building and maintaining workflows, SLAs, integrations, and reporting (not solely managing a third-party vendor).
- Experience working in or with an MSP, with an understanding of managed services economics, including agreements, recurring revenue, and utilization.
- Proven experience designing a HaloPSA environment or leading a major re-architecture or scale-up.
- Deep knowledge of PSA concepts, including ticket lifecycle, SLAs, queuing and routing, contracts and billing structures, client portals, and knowledge management.
- Strong API and integration experience (REST APIs, webhooks, and JSON), and proficiency with at least one scripting or automation toolset.
- Demonstrated SQL proficiency, including the ability to write queries against a production database and convert them into reliable reporting.
- Excellent documentation and communication skills, with the ability to translate business requirements into platform configuration and to explain technical design to non-technical stakeholders.
- Experience supporting a large, multi-site or national organization (hundreds of users and thousands of tickets per month).
Preferred Qualifications
- Direct experience integrating HaloPSA with Dynamics 365 Business Central, HubSpot, and/or Datto RMM.
- Experience with AI enablement in a PSA or ITSM context, such as prompt engineering, AI-assisted triage, or evaluation of AI features.
- HaloPSA certifications or formal training.
- Familiarity with ITIL or another service management framework.
- Experience with the Microsoft Power Platform (including Power Automate) or data warehousing and business intelligence concepts.
Why work at Netcov?
- Innovative Solutions: Work with cutting-edge cybersecurity and IT services tailored to the financial sector’s evolving needs.
- Competitive Compensation: Competitive base salary plus performance-based incentives and commissions.
- Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company.
- Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.
Role Logistics
- This is a full-time position
- This position may require travel occasionally for on-site meetings
