Network Administrator

Responsibilities & Tasks

• Handle escalated tickets from the helpdesk team on complex network and systems issues
• Provide advanced troubleshooting for network infrastructure problems affecting client operations
• Resolve technical issues related to servers, operating systems, applications, and network connectivity
• Mentor junior technicians by answering high-level technical questions and providing guidance
• Aid other team members with network troubleshooting and onsite challenges

Ticketing System & Documentation

• Use ConnectWise Manage Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Manage and record all work in the ticketing system with accurate billing time and notes
• Maintain documentation of network designs, configurations, and procedures in ITBoost
• Create and update Standard Operating Procedures (SOPs) for network operations and maintenance
• Ensure all network changes and incidents are properly documented and communicated
• Split tickets with multiple issues into individual tickets for proper tracking

Project Work

• Support the project team with network design and implementation for client deployments
• Support network upgrades, migrations, and infrastructure optimization initiatives
• Collaborate on complex multi-site and hybrid network projects

Communication, Reporting & Risk

• Create and maintain documentation for on-site processes
• Escalate tickets requiring Service Delivery Manager support
• Communicate ticket status to clients at every step of the way
• Notify clients of any changes or outages related to their issues
• Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients

Team Work

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator
• Adhere to all company security procedures and maintain vigilance for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to innovative process improvements

Skills & Attributes

• Desired:
• 2+ years of hands-on experience in high-level network maintenance, configuration, and administration
• Great communication skills, founded in being a good listener
• Strong systems administration knowledge and experience with Windows Server and Azure environments
• Advanced knowledge of network design principles and enterprise network architectures
• Strong experience with SonicWall firewalls and network security appliances
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Proven experience configuring and troubleshooting VPN technologies
• Advanced TCP/IP networking knowledge and network troubleshooting methodology
• Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders
• Exceptional attention to detail with strong organizational skills
• Ability to keep up with and adapt to the fast-paced IT world
• Ability to answer and explain high-level technical networking and systems questions clearly
• Experience supporting Microsoft 365 or other cloud platforms from a network and systems perspective
• Nice to have:
• Experience using ticketing systems, RMM tools, and PSA software (ConnectWise Manager)
• Experience providing support via remote tools (Screen Connect)
• Experience handling technical service tickets
• Professional IT Certifications such as CompTIA Network+ and Security+
• Client experience certifications such as Helpdesk Habits
• Experience working on a helpdesk or for a Managed Service Provider (MSP) / IT Support Business

What We Offer

• Competitive health, dental, and vision coverage
• An easy-going environment and culture (we all enjoy what we do)
• Subscription to Cybrary.it for ongoing professional development
• Company laptop and necessary equipment
• Flexible work-from-home arrangements after 90-day probationary period
• 401(k) retirement plan

Pay

$80,000 - $85,000 (commensurate with experience)