Proactive Network Administrator

Proactive Team Network Administrator Job Description: The Proactive Team Network Administrator will be responsible for managing proactive service tickets, driving automation and scripting initiatives, and ensuring timely resolution of technical issues. This role enhances service efficiency, reduces noise through automation, maintains high-quality technical documentation, and provides coaching and training to technicians. The role also serves as an escalation point for proactive service tickets and backup-related issues. The role will eventually lead backup migrations and other data center tasks related to managing and scaling backup infrastructure. Responsibilities Proactive Service Alerts and Monitoring Design, develop, and continuously refine the technical processes for handling proactive service tickets related to patching, disk space, antivirus, and hardware/software alerts. Ensure all alerts are actionable, reducing noise and enhancing efficiency for the operations team. Establish and monitor KPIs to measure the effectiveness of proactive alerts, ensuring timely, accurate handling of tickets. Focus on minimizing escalations, proactively addressing recurring issues, and maintaining high standards of service delivery and client satisfaction. Quality Control Conduct regular reviews of closed tickets to ensure proper documentation, accurate resolutions, and high levels of customer satisfaction. Identify areas for improvement and drive process enhancements where needed. Automation and Scripting Develop automation tools and scripts to streamline proactive service ticket handling, workflows and reduce manual efforts. Lead the adoption of automation best practices across the team. Backups Maintenance, Monitoring and Oversight Provide support to technicians on backup ticket escalations. Ensure backup integrity. The role will eventually lead backup migrations and other data center tasks related to managing and scaling backup infrastructure. Technical Documentation Create and maintain comprehensive technical documentation, including SOPs and guidelines. Ensure documentation aligns with industry best practices and internal standards. Mentorship and Leadership Provide technical leadership and mentorship to technicians and engineers. Serve as T3 support for technicians and engineers by resolving technical escalations from proactive service and backup related technical issues. Collaboration and Strategy Work closely with the proactive manager and operations department leaders to align technical initiatives with business objectives. Assist with initiatives to hit target goals for KPIs and metrics of the proactive team. Collaborate with other teams to integrate proactive solutions seamlessly. Qualifications Proven experience in a leadership role within an MSSP, IT, or cybersecurity environment. Strong expertise in scripting languages (e.g., PowerShell, Python, Bash) and automation tools. Hands‑on admin experience with ConnectWise PSA and RMM. Exceptional ability to create and manage technical documentation. Excellent problem‑solving skills and ability to lead technical projects. Strong communication and interpersonal skills to mentor and collaborate effectively. Requirements A home office setup that meets the following: Computer: A working computer with a minimum of 8 GB 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 with 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 schedule: Normal business hours from 8:00 AM to 5:00 PM PST, Monday to Friday. Proactive schedule: 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 two 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 Php134,000 and varies by experience and location. 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 #J-18808-Ljbffr