Network Customer Service Support

Job Description
Job Description NETWORK ADMINISTRATOR

JOB DESCRIPTION

Position : Network Administrator
Position Status : Exempt Salaried
Reports To : Information Technology Director
Location: American Blvd – De Pere, Bond St. – Green Bay and other Fytertech Locations as needed

About FyterTech:
Are you ready to join an organization where you are able to make a significant daily impact? An organization where you will be a major contributor to the growth and strength of our organization? Where you will be contributing to the betterment of the environment and our communities? Then FyterTech is the place for you to make your next and best career move.

FyterTech Nonwovens is a market-leading materials manufacturer of nonwoven high-tech products that are used in a variety of settings. Applications include cleaning up the spills one could expect to see in hospitals, laboratories, oil spills and grocery stores – just to name a few. As a market leader in our industry, we are looking for someone with a competitive edge to help drive a can-do collaborative culture.

Position Summary:
This position will be responsible for the design, implementation, maintenance, and security of the organization’s network and VOIP infrastructure. This role combines engineering, administrative and technical support responsibilities, ensuring both strategic network development and reliable day-to-day operations. The position also includes management of the Managed Service Provider (MSP) relationship as well as technical support providing assistance and support to end users, troubleshooting hardware and software issues, help desk management & support and familiarity with software development. The ideal candidate will be detail-oriented and customer-focused with a strong background in networking, cyber security and VOIP Phone systems. The candidate will have strong problem-solving skills, excellent communication abilities, and a passion for technology. They are comfortable communicating technical issues to non-technical individuals. You will support internal customers via phone, email, face-to-face, ticketing system and other media communication in a timely manner.

Principal Duties and Responsibilities:

• Network Administration
• Design, implement, and maintain LAN, WAN, VOIP, wireless, and cloud network infrastructure.
• Configure and support (w/MSP) network hardware including routers, switches, firewalls, and VPNs.
• Monitor network performance, capacity, and availability; proactively identify and resolve issues.
• Troubleshoot network outages and connectivity issues across all locations

# US

• International – Canada and UK and others as acquired
• We may have employees across many time zones around the world.

~ Maintain accurate network documentation, including diagrams, configurations, inventory, and change logs.

# Security & Compliance (Partial Ownership)

Support and enforce network security standards, including firewall rules, VPN access, and segmentation.
Assist in implementing cybersecurity controls aligned with company policies and best practices.
Monitor network activity for anomalies and assist in incident response and remediation efforts.
# MSP & Vendor Management

Manage and oversee the MSP relationship, including performance, escalations, and service delivery.
Coordinate with MSP for infrastructure changes, troubleshooting, and project execution.
Assist with vendor selection, procurement, and contract management for network-related services and equipment.
# IT Operations & Support

Serve as a technical support resource for all FTN locations.
Troubleshoot issues related to systems, servers, network, hardware, phones, printers, and applications.
Assist with onboarding and offboarding processes, including account setup and equipment provisioning in coordination with the MSP.
Provide user support, training, and guidance on IT systems, software, and policies.
Collaborate with IT team members to escalate and resolve complex technical issues.
# Projects, Documentation & Continuous Improvement

Participate in IT initiatives including network upgrades, cloud migrations, and new site deployments.
Gather requirements and develop technical solutions and documentation.
Create and maintain documentation for support processes, systems, procedures, and recurring issues.
Identify and implement improvements to IT processes, procedures, and network operations.
Track, manage, and deliver technical projects from initiation through completion.
# Collaboration & Professional Development

Collaborate with internal IT staff and business units to support operational and strategic needs.
Maintain strong organizational, analytical, and problem-solving capabilities.
Stay current with emerging technologies and participate in ongoing training and development.

Responsibilities:
Fulfills responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include (but are not limited to): Working with the MSP Technical Support team to ensure completion of tickets, lead IT technical projects to completion, addressing application & technical complaints and resolving problems.

Knowledge, Skills and Abilities Required:

• BS in Computer Science or equivalent along with 3-7 years’ experience in networking, technical support, able to manage partners and capable of owning projects.
• Strong understanding of network protocols (TCP/IP, DNS, DHCP, VLANs).
• Experience with network hardware and firewalls (Aruba, Cisco, Sophos, etc.).
• Familiarity with cloud networking (Azure) preferred.
• Working knowledge of cybersecurity principles and network security practices.
• Experience managing or working with an MSP environment.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate technical issues to non-technical users.
• Experience with network monitoring tools and documentation standards.
• Ability to manage multiple priorities and projects in a fast-paced environment.
• Experienced with Microsoft Office Suite of products, with a focus on Outlook, Excel, and Word.
• Good written and verbal communication skills.
• Strong interpersonal skills; personal and pleasant to both internal and external customers.
• Enjoys working in a strong team environment.
• High degree of accuracy.
• Strong customer service acumen.
• Must also possess a good working knowledge of PC Hardware and printers.

Work Relationship and Scope:
Reports to the Information Technology Director. Works closely with all other IT team members, managers, and supervisors at FyterTech and our MSP. Due to nature of the position, will work with all employees at FyterTech on a regular basis. Works daily with highly confidential business and employee information.

Measures of Performance:
Quality, accuracy, reliability, friendliness, thoroughness and timeliness of services provided to internal and external customers; adherence to FyterTech’s policies and procedures; ability to earn the trust and respect of employees and co-workers; effectively communicates and develops good working relationships with co-workers; professional workplace appearance and conduct; keeps FyterTech, customer, and employee information confidential; participates in training and appropriate professional development; reliability in reporting to work regularly and on time; understands and adheres to FyterTech policies and procedures.

Working Conditions:
Work is performed within the normal FyterTech setting. Prolonged and frequent mental and visual concentration required. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours but with both scheduled and unscheduled evening and weekend work as needed. Must be able to bend, twist, turn and lift/move up to fifty pounds. Required travel between offices. Out-of-town/overnight business travel may also be required. Serves as a representative of the organization at appropriate functions.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity:
It is the policy of FyterTech to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran, or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.