Proactive Network Administrator

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 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 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 Php 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