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.

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

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 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:
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 Php 141,300.00 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

Network Administrator (Fully Remote)