Network Administrator / Technical Alignment Manager / Client Technical Advisor

Network Administrator / Technical Alignment Manager / Client Technical Advisor

About ReachOut Technology

ReachOut Technology, founded by Rick Jordan (www.rickjordan.tv), started with a passion for helping people and has grown into a nationwide cybersecurity revolution. When Rick saw a gap in the IT services market, he took action, creating solutions that transformed the industry. Now, ReachOut (reachoutit.com) is not only one of the most trusted leaders in cybersecurity but also the first and only publicly held MSP. We're all about building authentic relationships, providing mind-blowing service, and bridging humans and tech to dominate chaos. We plan to expand rapidly through strategic acquisitions of companies and customers, and we’re looking for high-performing talent ready to thrive in a fast-paced, results-driven environment.

Position Overview:

Network Administrator / Technical Alignment Manager / Client Technical Advisor

This role will be the primary point of contact for clients, concentrating on standards alignment over management of reactive tasks and tickets. You will be responsible for:

• managing the Client Alignment process to ensure compliance with ReachOut's technology standards
• facilitating regular Client Engagement Meetings to review performance monitoring reports and address issues proactively
• maintaining the design and integrity of our clients' IT infrastructure
• ensuring optimal network performance
• delivering exceptional technical service
• building rapport and developing strong client relationships
• providing technical assistance to team members with system and network requests.

Characteristics:

This role requires both technical expertise and exceptional interpersonal skills- such as communication, active listening, and emotional intelligence. Other preferred candidate characteristics include:

• Confident, Passionate, Authentic
• High-energy, well spoken and engaging
• Embodies our core value of bridging humans and tech
• Initiative to take on challenges when you see them
• Comfortable and thrives on conversations with C-Suite Level management and business decision makers
• Ability to understand and solve complex technical issues
• Excellent troubleshooting skills and a proactive approach to problem-solving
• Effectively communicate and breakdown technical information in a way that clients can understand
• Excellent time management skills, overseeing multiple clients and projects simultaneously
• A healthy obsession with documentation
• Provide world-class Customer Service and follow up on all issues seeing through to resolution.

Technical Responsibilities:

• Support services for Microsoft related technologies: Windows Server, Office 365, SQL, SharePoint, etc.
• Support services for virtualization technologies: Microsoft Hyper-V and VMWare.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Specifically Sonicwall, Fortinet, and Ubiquiti
• Support disaster recovery solutions: Acronis, Datto, VEAM
• Troubleshoot technical issues and provide guidance to the response team, Level 1 & 2 Technicians, on how to resolve them.
• Proactively manage all client communication and engagement.
  • keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Install and configure computer hardware and software components such as routers, switches, firewalls and servers.
• Maintain and update technical equipment and systems to ensure that they are always in good working order.
• Create Project Plans. Responsible for Project Management Process and delegation of tasks to the Technical Team.
• Stay up to date with emerging technologies and recommend new solutions to improve performance.
• Maintain thorough documentation within ReachOut’s knowledgebase of everything touched or uncovered in support of the position.

Tools & Concepts You Are Familiar With:

• Virtualization with Microsoft Hyper-V and VMWare
• Windows Server (ex. Active Directory Management, Group Policy Administration)
• Database Management (ex. SQL, Pervasive)
• Backup Technologies (ex. Acronis, VEEAM, Datto, Unitrends)
• Advanced IP Networking / DNS / DHCP / NAT / Routing
• EDR / MDR (ex.Sentinel One, Huntress)
• Firewalls & Cybersecurity (ex. Fortinet, Sonicwal)
• Google Workspace Administration
• Office365 Administration
• Team Communications (ex. Slack, Microsoft Teams, Zoom, Google Meet)
• Ticketing Systems (ex. AutoTask, ConnectWise, Zendesk)
• Remote Monitoring and Management (ex. Kaseya VSA, Connectwise Automate, NinjaRMM)

Other Details and Requirements:

• Relevant certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA, or Microsoft certifications are highly desired.
• 5+ years IT experience, preferably in network administration or technical account management.
• Bachelor's degree, or equivalent work experience, in Information Technology, Computer Science, or related field.
• Travel to customer sites required - Must have a valid driver's license and reliable means of transportation
• Shares On-Call Responsibilities
• This position is a full time, in office salaried position