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, engineers, and operational teams.
- Partner with Team Leads and managers to identify skill gaps and develop technicians into Tier 2-level engineers.
- Deliver technical training, knowledge-sharing sessions, and hands-on guidance to improve technical competency across teams.
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.
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:
Required:
- Demonstrated technical leadership experience within an IT services, cybersecurity, systems administration, network administration, or similar technical support environment.
- Proven expertise in handling Tier 3 escalations across diverse server environments, including setup, configuration, administration, and troubleshooting.
- Strong experience administering Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and related infrastructure services.
- Strong background in networking, with hands-on experience configuring and troubleshooting VPNs, VLANs, firewalls, switches, and network connectivity issues.
- Experience supporting and troubleshooting virtualization platforms, including VMware vSphere and/or Microsoft Hyper-V.
- Experience supporting and administering Microsoft 365 environments.
- Demonstrated ability to develop, maintain, and manage technical documentation, standards, and operational procedures.
- Excellent problem-solving, root-cause analysis, and technical project leadership skills.
- Strong interpersonal and communication abilities to mentor technicians and collaborate effectively across teams.
- Minimum of five years of experience in IT support, systems administration, network administration, or a related technical role.
- Working knowledge of scripting and automation technologies such as PowerShell, Python, Bash, or similar tools.
Preferred:
- Experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment
- Hands-on administration with ConnectWise PSA and RMM platforms.
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 25 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 may 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
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