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IT Support Desk Engineer II
Heartland Business SystemsIT Support Desk Engineer providing a wide range of IT services from desktop support to network administration for Heartland Business Systems. A blend of technical and customer service skills required in a fast-paced environment.
Tech Stack
Tools & technologiesAndroidAzureFirewallsiOSVMware
About the role
Key responsibilities & impact- 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.
- Remote application and hardware support for switches, routers, firewalls, servers, and storage.
- 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.
- From time to time, project manage internal department initiatives.
- Contribute and enhance internal department process/system documentation.
- Follow policies and procedures on a department and per client basis.
- Conduct training of customers or colleagues in both formal and informal environments.
- Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
- Be part of an on call after hours/weekend on call rotation every 8-10 weeks (additional compensation).
Requirements
What you’ll need- 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.
- 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
Comp & perks- Equal Opportunity Employer - Including Disabled and Veterans
ATS Keywords
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Hard Skills & Tools
troubleshootingMicrosoft Windowsnetwork administrationserver administrationnetwork printingAntivirus softwareMac OSApple iOSAndroidproactive maintenance
Soft Skills
customer servicecommunicationproject managementtrainingdocumentation
Certifications
A+Network+Server+Microsoft O365AzureCisco Certification Technician