Job Title: Network Administrator II
Job Type: Contract-to-hire
Location: Tucson, AZ

Job Summary: The Network Administrator II is a key member of the Managed Services team, responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logical and instinctive approaches to resolving technical issues. This person should enjoy learning new technologies quickly while addressing diverse technical challenges. They must understand the importance of best practices and carefully consider potential outcomes before implementing impactful changes. The ability to manage stress in client-critical situations is essential, as is consistently providing excellent customer service.

Responsibilities:

• Manage service tickets in personal and team queues, responding within agreed timeframes.
• Deliver superior service to customers and clients with limited supervision.
• Provide remote support for hardware/software issues, maintain documentation, support logs, and other related information throughout the triage process.
• Serve as an internal escalation point for Technicians, offering technical assistance and process guidance.
• Manage network, datacenter, security, and voice technologies, including but not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, and NetApp.
• Analyze and troubleshoot logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
• Utilize monitoring tools such as Kaseya VSA, Connectwise Automate, LogicMonitor, and Nagios to investigate potential issues or respond to monitoring events.
• Monitor and maintain network hardware and software; analyze and troubleshoot logs, track problems, and perform routing incident analysis.
• Liaise with telecommunication, hardware, and software vendors on customers’ behalf to resolve issues, providing regular progress updates to stakeholders.
• Collaborate with advanced technician groups and vendors to escalate and resolve technical issues, often involving multiple teams.
• Work with internal service and project coordinators who assign tickets to the Service Desk Team.
• Produce detailed service reports and communicate updates internally and to clients.
• Participate in a week-long on-call rotation a few times per year.
• Travel onsite to client offices to provide services, with time also spent onsite or occasionally working from home.

Knowledge, Skills, and Abilities:

• Confident and comfortable with client-facing activities.
• Strong oral and written communication skills.
• Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
• Maintains the ability to stay organized and be detail-oriented.
• Passion for problem-solving and continuous improvement.
• Exceptional organizational skills, including the ability to self-manage and multi-task in a fast-paced environment.
• Understanding of Microsoft 365 offerings and basic knowledge of Active Directory.
• Physical ability to lift at least 50 pounds and comfort with climbing step ladders.

Experience:

• Bachelor's Degree or equivalent experience in an engineering, business, or IT-related field preferred.
• 2+ years of experience as a Network Administrator handling network, data center, and security technologies.
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• Experience with Windows desktop and Windows Server (2012-current) versions.
• Experience with Office 365 Exchange Online and Microsoft Exchange (2013-current).
• Experience with firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Familiarity with ticketing systems such as ConnectWise Manage.
• Experience supporting virtual desktop environments, preferably Multi-Server Remote Desktop Server farm with Secure Gateway.

Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft Windows, Apple macOS certifications, Cisco Certifications not required but would be a plus.

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