• Participate in the development of professional service proposals, including defining the scope of services and identifying client needs; • Actively contribute to managed services by providing N1, N2 and N3 support; • Deliver and execute technical projects in client environments; • Configure, optimize and maintain network, server and cloud environments; • Oversee network infrastructure monitoring, including alert and incident management; • Manage and maintain configurations to ensure service availability, performance and resilience; • Train and mentor internal teams to develop their technical skills; • Supervise and support N1 technicians in incident and request resolution.

Role 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, engineers, and operational teams. - Partner with Team Leads and managers to identify skill gaps and develop technicians into Tier 2-level engineers. - Deliver technical training, knowledge-sharing sessions, and hands-on guidance to improve technical competency across teams. - 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. - 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. Qualifications - Demonstrated technical leadership experience within an IT services, cybersecurity, systems administration, network administration, or similar technical support environment. - Proven expertise in handling Tier 3 escalations across diverse server environments, including setup, configuration, administration, and troubleshooting. - Strong experience administering Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and related infrastructure services. - Strong background in networking, with hands-on experience configuring and troubleshooting VPNs, VLANs, firewalls, switches, and network connectivity issues. - Experience supporting and troubleshooting virtualization platforms, including VMware vSphere and/or Microsoft Hyper-V. - Experience supporting and administering Microsoft 365 environments. - Demonstrated ability to develop, maintain, and manage technical documentation, standards, and operational procedures. - Excellent problem-solving, root-cause analysis, and technical project leadership skills. - Strong interpersonal and communication abilities to mentor technicians and collaborate effectively across teams. - Minimum of five years of experience in IT support, systems administration, network administration, or a related technical role. - Working knowledge of scripting and automation technologies such as PowerShell, Python, Bash, or similar tools. 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). 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

• Autonomous Quote & Contract Management: Review and approve quote amendments autonomously, ensuring pro-rata billing and contract alignment are handled correctly to prevent post-sale escalations or credit notes • Quota & Commission Oversight: Verify that deal structures accurately reflect sales activities to ensure correct quota credit and commission calculations for field representatives • Complex Multi-Product Support: Lead the administrative build for larger bids and complex contracts • Systems Mastery & Process Improvement: Manage the cleanest possible sales data within Salesforce, auditing records and unblocking "locked" opportunity lines where appropriate • Partner with Revenue Operations and Finance to identify and implement processes and guardrails for pricing and contract builds, driving automation that reduces administrative time for Partnership Managers • Cross-Functional Collaboration & Debt Resolution: Act as the primary commercial bridge for the Finance team, proactively resolving complex customer queries that are blocking payment to ensure the swift closure of aged debt • Resolve invoicing discrepancies, auto-renewal challenges, and credit note requests, making autonomous decisions where appropriate on commercial resolutions that protect both the customer relationship and Arbor's revenue • Coordinate with Bid Managers on large tender opportunities (e.g., G-Cloud 14) to ensure we can operationally support our response

• Manage the onboarding and first year of administration for assigned new clients • Coordinate the transition of new plans from implementation to ongoing service • Perform annual administration and all levels of compliance testing for assigned new client plans • Complete plan documents, amendments, and related onboarding deliverables • Provide guidance to clients on compliance and administrative topics during the first year of service • Partner with internal teams to ensure a smooth onboarding experience and timely handoff to ongoing administration • Efficiently utilize technology to perform the duties of this position • Attend staff meetings and trainings as requested • Maintain a team approach by assisting in areas appropriate for this position • Own stewardship of assigned new client business relationships during onboarding and the initial service period • Other duties as assigned