Proactive 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 is essential to enhancing service efficiency, reducing noise through automation, maintaining high-quality technical documentation, and providing coaching and training to technicians. Additionally, the Network Administrator will serve as an escalation point for both 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

Job Responsibilities :

1. 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.

2. 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.

3. Automation and Scripting

Develop automation tools and scripts to streamline Proactive Service Tickets handling, workflows and reduce manual efforts.

Lead the adoption of automation best practices across the team.

4. Backups Maintenance, Monitoring and Oversight

Provides Support to technicians on Backup Tickets Escalations.

Ensure Backups Integrity. This role will eventually lead Backup Migrations, and other Data Center tasks related to managing and scaling Backup infrastructure.

5. Technical Documentation

Create and maintain comprehensive technical documentation, including SOPs and guidelines.

Ensure documentation aligns with industry best practices and internal standards.

6. Mentorship and Leadership

Provide technical leadership and mentorship to Techs and Engineers.

7. Escalation

Serves as T3 Support for Technicians and Engineers by resolving Technical Escalations from Proactive Service and Backup related Technical Issues.

8. Collaboration and Strategy

Work closely with the Proactive Manager and Operations Dept. Leaders to align technical initiatives with business objectives.

Work and assist with initiatives to hit target goals for KPI’s and Metrics of the Proactive Team.

Collaborate with other teams to integrate proactive solutions seamlessly.

Job 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.

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