Managed Services - Network Administrator

Veracity Technologies was founded in 1989 to help small businesses in Minnesota get the most out of their business technology. Over the years we have evolved to offer a best in class technology support solution, including complete IT direction, expertise, relationship, and support in a managed services environment. Small businesses rely on us to relieve their technology worries so that they can concentrate on growing their businesses and realizing their goals.

We chose the name Veracity because we believe that technology-dependent businesses require precision, accuracy, and truth from their IT partner in order to receive high performing technology, access, integration, and ROI. Veracity's services are focused on providing the business tools that small businesses need to compete. We provide affordable technology designs that are tailor-made to meet the unique needs of your business.

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MSP NETWORK ADMINISTRATOR

POSITION OVERVIEW

The Network Administrator is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer's network systems, implementation of network hardware/software solutions, and continuous assessment of technology alignment to ensure delivered results. This role incorporates process improvement, automation, and client success modeling as core responsibilities, distinguishing it from traditional network administration positions.

BASIC FUNCTIONS

Traditional Network Administration Functions

• Assists in the planning, design, documentation, and implementation of various systems to include desktop PCs, servers, network equipment, phone systems, and software applications.
• Performs on-site and remote technical support.
• Assists in the organization and inventory of all hardware and software resources.
• Maintains excellent communication with the Service Manager, Account Managers, and clientele on all tasks and projects.
• Creates and maintains good technical documentation.
• Participates in after-hours on-call support on a rotating schedule.
• Performs frequent service audits; identifies inefficiencies; provides recommendations; and implements efficiencies to minimize end-user disruptions.
• Assists the Account Manager with IT project scoping, research, document write-ups, and maintaining service levels.
• Provides end-user training and writes end-user SOPs to enhance productivity.
• Plan and maintain an organized calendar between on-site, escalations and project work.

Automation and Process Improvement Functions

• Designs, develops, and maintains automation workflows using RPA to improve operational efficiency and reduce manual labor.
• Integrates RPA (Robotic Process Automation) along with AI platforms to streamline business processes and enhance service delivery.
• Builds and deploys AI-powered applications, such as tools that categorize reactive tickets and identify automation opportunities.
• Tracks, quantifies, and reports on automation ROI, documenting hours saved and financial impact.
• Develops dashboards and metrics to measure automation effectiveness and inform future automation investments.
• Identifies, prioritizes, and implements process improvement initiatives across the organization.
• Collaborates with team members to uncover additional processes suitable for automation.
• Ensures all automation solutions are properly documented, scalable, and maintainable to prevent technical debt.
• Stays current with emerging automation technologies, AI tools, and industry best practices.
• Provides training and knowledge transfer to other team members on automation tools, workflows and process improvements.
• Deploys existing and newly developed automation workflows across all applicable clients and integrates them into standard processes.
• Attends monthly AI labs.
• Stays abreast of Veracity approved AI platforms.

Client Success and Engagement Functions

• Acts as a trusted advisor to assigned clients, understanding their business strategy and goals and how IT relates to their success.
• Conducts client assessments and maintains documentation to ensure alignment with client needs.
• Develops and maintains client success models that demonstrate the value of IT services and automation solutions.
• Reviews client deliverables before distribution to ensure accuracy and alignment with organizational standards.
• Coordinates with external partners (e.g. vendors) to ensure integrated technical solutions for clients.
• Participates in client meetings regarding AI as a service offerings, providing technical expertise and recommendations.
• Manages assigned client portfolio.
   

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
• Responsible for entering time and expenses into the PSA/Ticketing system as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in the PSA/Ticketing system by completing assigned training materials and blueprints.
• Enter all work as service tickets in the PSA/Ticketing system.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
• Participate in regular prioritization meetings with stakeholders to review automation projects and ensure alignment with organizational objectives.
• Support the recruitment and onboarding of Help Desk backfill, including training and knowledge transfer.
• Assist in the transition of client responsibilities as part of ongoing organizational restructuring.
• Other duties as assigned.

PERFORMANCE METRICS AND BENCHMARKS

• Automation ROI: Document and report monthly hours saved through automation initiatives.
• Client Satisfaction: Maintain positive feedback from clients and internal stakeholders.
• Certification Achievement: Obtain and maintain required certifications within specified timeline.
• Client Load: Successfully manage assigned client portfolio.
• Knowledge Sharing: Share automation workflows and process improvements with other team members to elevate organizational capabilities.
• Documentation: Ensure all automation solutions and client processes are properly documented in designated systems using the correct naming and configuration type, using correct structure laid out by Veracity Technologies.
• Utilization: Maintain productive time allocation across support services, network administration, and automation development.

(ranked highest priority to lowest priority, applicant must meet 6 within the list below)

• • Desktop Support Experience: examples are supporting desktop operating systems & end-user applications.
  • Server Support Experience: examples are installing new servers, troubleshooting servers, and the applications that run on servers.
  • Advanced technical knowledge of Windows Server 2012r2, 2016. 2019: installed & configured the following: Active Directory, DNS, DHCP, File Services, IIS, NLB.
  • Exchange Server and MS365 experience: examples include Send/Receive Connectors, Exchange Server/ Office 365 migrations, troubleshooting mail flow issues.
  • Virtualization Experience: primarily Hyper-V & VMWare; experience with installation & support.  Experience with configuring HA/DRS capabilities a plus. 
  • SQL Server Experience: examples include database maintenance plans (to include backups & restores), setting up SQL jobs.  Experience with database replication & SQL clustering a plus.
  • Firewall Experience: installing, configuring & supporting Watchguard technologies. 
  • Network Switching Experience: installing, configuring & supporting managed switches with vLANs & routing.  Familiarity with routing is a must.
  • 4-YRS college degree pertaining to the IT field.
  • Advanced industry certification: examples are MCSA /MCITP Server Admin (or higher), Cyber Security and/or industry specific technologies.

Skills & Abilities

• Self-motivated when projects are assigned; creates a task list; and works that list with minimal guidance.  Reporting back to the Service Manager & clientele on progress/issues.  We cannot afford to micro-manage.
• Exceptional communication, documentation, time management, & task management skills.
• Above average organization skills, a strong work ethic, is a team player, and can demonstrate problem solving skills.
• Committed to professional development & technical training.  Maintaining current certifications is a requirement.
• Ability to excel in a structured environment.
• Thrives at meeting deadlines.  Communicates progress to all affected parties.

All your information will be kept confidential according to EEO guidelines.