Managed Services Engineer II
Heartland Business Systems
full-time
Posted on:
Location Type: Hybrid
Location: Springfield • Montana • United States
Visit company websiteExplore more
About the role
- Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
- Part of managed services team providing critical IT support for multiple Heartland customers.
- Respond to auto generated ticket alerts both critical and non-critical.
- Monitor and work tickets in the ticket system for client-submitted requests.
- Acknowledge and respond to tickets based on Managed Services SLA.
- Be part of a phone call queue for client call-in requests.
- Review monthly client reports and provide resolutions based on generated reports.
- Escalate tickets to internal departments and clients IT departments.
- Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
- Monitor and analyze customer networks, systems, backups, and security appliances.
- Work with customer’s primary field engineer to perform work on an as-needed basis.
- Contribute and enhance internal department process/system documentation.
- Conduct training of customers or colleagues in both formal and informal environments.
Requirements
- 3+ years’ experience working in an IT service role, systems administration, and network administration.
- 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment (preferred)
- 4+ years’ experience working in a customer facing IT service role (preferred)
- Associate degree in a technology-related field or a combination of education and relevant experience
- Customer service-oriented skillset
- Advanced knowledge of Microsoft Windows Operating System
- Basic knowledge of network printing
- Basic knowledge of Antivirus software packages
- Basic knowledge of core server administration within Microsoft Windows Server
- Basic knowledge of Mac OS
- Basic knowledge of mobile operating systems: Apple iOS and Android
- Bachelor’s degree in a technology-related field (preferred)
- Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) (preferred)
- Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup (preferred)
Benefits
- WFH Flexible
- 75% utilization per fiscal year prorated based on start date
- On-call after hours/weekend rotation every 8-10 weeks (additional compensation)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT servicesystems administrationnetwork administrationtroubleshootingMicrosoft Windows Operating Systemnetwork printingAntivirus softwarecore server administrationMac OSmobile operating systems
Soft Skills
customer servicecommunicationproblem-solvingteam collaborationtraining
Certifications
A+Network+Server+Microsoft O365Azure certificationsCisco Certification Technician