Network Administrator

Title:Network Administrator

Department: Managed Services

Compensation: Commensurate with experience

Location: Remote

Position Summary:

The Network Administrator reports to the Service Manager and has the role of supporting the managed services organization. Ideal candidates will have prior experience working with routers, switches, and firewalls in a support or operations role. As a Network Administrator you will be responsible for troubleshooting network related issues, as well as provide first class customer service for Xterra’s clients.

Job Responsibilities:

•Provide level 2 remote network infrastructure support
•Work with our remote monitoring and management (RMM) system to identify, prioritize, resolve problems, and enhance our service offering to clients
•Leverage our professional services automation (PSA) solution to manage support tickets, collaborate with internal staff, and communicate with clients
•Respond to incoming support requests and provide first call resolution / escalation
•Document and communicate incidents, outages, ticket status, problem resolutions (internally and externally), and escalate tickets appropriately
•Identify critical issues, prioritize, and respond to tickets to ensure SLA’s are met
•Perform network administration functions
•Train and stay current with technologies used in Xterra’s client environments
•Deliver high levels of client satisfaction
•Create high quality technical documents quickly and accurately
•Provide after-hours and weekend support on a rotational basis and as needed
•Other projects and responsibilities may be added at the manager’s discretion
Technical Requirements:

•3 years of hands on experience within a technical environment providing onsite or remote support and customer service
•Incident & problem management experience and the ability to coordinate required resources to respond to complex IT issues
•Strong troubleshooting skills and the ability to apply those skills to assist troubleshooting of a wide range of information systems and applications
•Strong working experience with Cisco networking, Windows and Apple Operating Systems, and VMware.
•Experience working with Cisco routers and switches running IOS
•Fundamental experience and understanding of remote access connectivity methods, such as RADIUS and SSL VPN
•Experience that emphasizes L2-L3 Networking (Spanning Tree Protocol, dynamic routing protocols including EIGRP, OSPF and BGP)
•Fundamental experience with configuration and administration of routers/switches, systems installation, and Windows-based systems (prior Active Directory/LDAP experience desirable)
•Experience with Enterprise Wireless
•Experience demonstrating, installing, and troubleshooting network infrastructure security products
•Experience training on the technical subject matter, including new networking and security features
•Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio)

Other Requirements:

•Bachelor’s degree in Information Systems Business Administration, Computer Science, a related field or equivalent work experience is required
•Firm desire to consistently work as a vital part of the team (no hot shots here!) with a primary focus on client service
•Strong problem-solving skills, ability to analyze complex problems and use a systematic approach to gain quick resolution
•Strong communication (written and verbal) and presentation skills, both internally and externally to technical and business audiences
•Must be able to work effectively under pressure either independently or as a member of a team
•Assertive, highly motivated with a sense of urgency, providing a ‘Whatever it takes’ attitude to get the job done
•Self-motivated and resourceful
•Proven aptitude to organize work in an efficient manner and succeed in new environments
•Must be well-spoken, organized, detail-orientated, dependable and flexible
•Excellent follow-up skills
•Background Check required

About Xterra Solutions

Our mission is to build a talented, fun, masterful engineering team to deliver excellence in IT services. This means that our purpose is to develop our people to be the best in the industry and to have fun doing it. Training, learning, and growing is a major part of working at Xterra.

We are a Services company that delivers the highest possible level of technological expertise with an unwavering dedication to extraordinary service delivery. By providing smarter, sustainable, and resilient IT solutions, Xterra helps our clients be more productive while optimizing their IT investments.

Managed Services by Xterra includes: network management; data backup; data security; server hosting and support; asset management and procurement; and expert advisors and consultants for IT planning. Our Service Desk provides support for an extensive range of technologies, including servers, network equipment, user computing support, applications, printers and mobile devices.