Description

 JOB SUMMARY:

The Network Administrator is a highly skilled technical resource that provides onsite and remote support for customers on deployed technologies. The Network Administrator is responsible for providing proactive and reactive services to new and existing customers in support of their IT infrastructure.

REPORTS TO: Director of IT

DIRECT REPORTS: None

ESSENTIAL FUNCTIONS:

· Respond to customer inquiries in a courteous and professional manner

· Create, document, and escalate issues and problems according to ticketing standards and SLAs

· Monitor assigned tickets and tasks and provide service or escalation as necessary

· Provide support for escalated service desk tickets following established protocols

· Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)

· Deliver technical customer support over the phone and in person

· Perform remote and onsite scheduled maintenance

· Accurately enter and maintain case information including notes and resolution

ADDITIONAL RESPONSIBILITIES:

· Adhere to departmental policies for reporting and managing requests and change control

· Participate in emergency on call rotation schedule

· Internal IT Support as needed

· Identify sales opportunities and pass the information to correct team members

· Maintain daily timesheet and expense report entries and submit them accurately and timely

· Other duties as required

Requirements

TECHNICAL SKILLS:

• Ability to troubleshoot and administer the following technologies:
• ­Microsoft Windows Server
• ­Microsoft Windows Active Directory 
• ­Microsoft Exchange
• ­Microsoft 365
• ­Enterprise Anti-Virus solutions
• ­Microsoft Hyper-V
• ­Enterprise Backup Solutions
• ­SonicWall Network Devices
• ­Microsoft Windows Desktop OS
• ­Enterprise Storage Solutions
• Working knowledge of HP and Dell equipment
• Knowledge and understanding of AD, DNS, the Internet, and mail flow

SOFT SKILLS & ABILITIES:

• Strong written and verbal communication skills
• Pleasant and professional demeanor in all client and internal communications
• Ability to multi task
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• In general, owns issues through resolution, understands when to escalate a problem to another team member 
• Demonstrates empathy with users and professionalism at all times 
• Work well with clients at all levels, from executive to IT personnel to end user
• Operates with client satisfaction in mind
• Energetic, enthusiastic, and results-oriented

EDUCATION, EXPERIENCE, & KNOWLEDGE:

• Bachelor’s degree preferred
• 3 years of relevant IT experience
• Preferred Certifications:

o CompTIA A

o Microsoft 365 Certified: Messaging Administrator Associate

o Microsoft Certified: Azure Administrator Associate

o SonicWall Network Security Professional (SNSP)

• Experience in Managed Services platforms, and Cloud Backup solutions a plus

WORK ENVIRONMENT/PHYSICAL DEMANDS:

· Use of computer and office equipment

· Ability to remain calm in stressful situations

· Performs all administrative functions expected at this level

ADDITIONAL REQUIREMENTS:

· Ability to schedule for evening or weekend work occasionally

· Valid driver’s license in your state of residence and reliable personal vehicle