Network Administrator

Job Description:
The Proactive Team Network Administrator serves as a senior technical resource, responsible for managing escalations, driving automation, and ensuring high-quality proactive service delivery. This role focuses on reducing operational noise through automation, maintaining robust documentation, and mentoring technicians to elevate technical performance and client satisfaction.

Job Responsibilities:
Proactive Monitoring & Alerts
Design, implement, and refine processes for handling proactive service alerts (patching, disk space, antivirus, hardware/software alerts).
Ensure alerts are actionable, efficient, and tied to measurable KPIs.
Proactively address recurring issues to minimize escalations and maintain high service standards.

Mentorship & Escalation Support
Serve as a Tier 3 escalation point for technicians and engineers.
Provide coaching, mentorship, and technical leadership to develop team capabilities.

Automation & Scripting
Develop and maintain automation scripts and tools to reduce manual workloads.
Lead adoption of automation best practices across the team.

Documentation
Create and maintain SOPs, knowledge base entries, and technical guidelines.
Ensure documentation meets internal standards and industry best practices.

Quality Assurance
Review closed tickets for resolution accuracy, documentation quality, and customer satisfaction.
Identify process gaps and implement continuous improvements.

Collaboration & Strategy
Partner with the Proactive Service Manager and operations leaders to align technical initiatives with business objectives.
Collaborate cross-functionally to ensure seamless integration of proactive solutions.

Job Qualifications:
Demonstrated technical leadership experience within an MSSP, IT services, or cybersecurity environment.
Proven expertise in handling Tier 3 escalations across diverse server environments, including setup, configuration, and troubleshooting.
Strong background in networking, with hands-on experience in VPNs, VLANs, and Firewall management.
Demonstrated ability to develop and manage technical documentation.
Excellent problem-solving and technical project leadership skills.
Strong interpersonal and communication abilities to mentor and collaborate effectively.

Preferred
Strong expertise in scripting (PowerShell, Python, Bash) and automation.
Hands-on administration with ConnectWise PSA and RMM platforms.

Job KPIs:
Tech Utilization
Proactive Ticket Volume and Age– Track and optimize ticket counts
Proactive Alerts Documentation %
Automated Resolution Rate – Increase percentage of tickets resolved through automation.
Time to Resolution (TTR) For escalated tickets

Job Requirements:
A home office set up that meets the following:
Computer: A working computer with a minimum of 8GB RAM and one of the following:
Windows 11 with an Intel i5 or i7 (8th generation or newer), or
AMD Ryzen 5 or 7 (2000 series or newer), or
macOS 12 or newer.
Internet: Stable internet connection with at least 5 Mbps download and upload speeds.
Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
Webcam: An HD webcam for video calls.
2nd Monitor
UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
Excellent command of the English language both spoken and written
Able to work full time 40 hours a week:
Reactive - Normal Business hours from 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
Proactive - Schedule will be finalized after the training period, with shifts outside the regular business hours.
Able to pass our online behavior and cognitive assessments.
Preferably have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
Able to provide NBI Clearance (for PH applicants).

Compensation:
Pay rate starts at $14.09/hr and vary by experience and location.

Benefits:
Comprehensive Health Plans / HMO (Employee & Dependent/s)
Life Insurance
Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
Paid Time Off (starts at 15 days per year)
Maternity/Paternity Leave
Paid US Holiday
Night Shift Bonus
Salary Advancement/Loan
Health & Wellness Program
Company-paid training and certification