Job Description:
TheProactive Team Network Administratorserves 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 from8:00AM 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 atPhp 134,000.00 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
