Managed Services Engineer II
Heartland Business Systems
full-time
Posted on:
Location Type: Remote
Location: Montana • United States
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About the role
- Respond to auto generated ticket alerts both critical and non-critical.
- Monitor and work tickets in 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 solutions 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.
- Perform other duties, as assigned.
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.
- 4+ years’ experience working in a customer facing IT service role.
- 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.
Benefits
- WFH Flexible
- Remote application and hardware support
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 Windowsnetwork printingAntivirus softwareMicrosoft Windows ServerMac OSmobile operating systems
Soft Skills
customer servicecommunicationproblem-solvingteam collaborationtime management