Managed Services Engineer II

Heartland Business Systems

Managed Services Engineer providing a wide range of IT services within Heartland Business Systems. Engaging in ticket support and proactive maintenance for critical IT functions.

Posted 6/19/2026full-timeDenver • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $57,000 - $62,000 per yearWebsite

Tech Stack

Tools & technologies

AndroidFirewallsiOS

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.
Preferred Experience: 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

Comp & perks

Health, dental, and vision insurance
Company-paid long-term disability insurance
Paid time off , including vacation, sick leave, and company-recognized holidays
401(k) retirement plan with company contribution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

systems administrationnetwork administrationtroubleshootingMicrosoft Windows Operating Systemnetwork printingAntivirus softwareMicrosoft Windows ServerMac OSApple iOSAndroid

Soft Skills

customer servicecommunicationproblem-solvingtrainingdocumentationproject managementcollaborationproactive maintenanceescalationSLA adherence