Hybrid Managed Services Engineer I

at Heartland Business Systems

• Job title: Managed Services Engineer I
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: Android, Firewalls, iOS
• Location requirements: Hybrid, Sedalia, United States

About the role

• Managed Services Engineer I providing IT services including desktop, application support, and basic administrative duties for Heartland customers. Involves proactive maintenance, remote support, and client communication.

Responsibilities

• Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for workstations, 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.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Monitor email and phone for client communications and respond in a timely manner.
• Maintain up to date records of customer technical information as it relates to servers, applications, infrastructure, and remote support instructions.
• Be part of an on-call after-hours rotation with other members of the team one (1) week at a time.
• Ability to travel to customer sites to provide end user support.
• Minimum of 75% utilization per fiscal year prorated based on start date.
• Perform other duties, as assigned.

Requirements

• 1-3 years’ experience working in an IT service role, systems administration, and network administration.
• 3-5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 1-3 years’ experience working in a customer facing IT service role.
• Intermediate knowledge of the following: Microsoft Windows Operating System, core server administration within Microsoft Windows Server, Mac OS, Mobile operating system (apple iOS and Android).
• Intermediate knowledge of Microsoft Windows Desktop & Server Operating System.
• Associate degree in a technology-related field or a combination of education and relevant experience.
• Strong troubleshooting and analytical skills with a customer-focused approach to resolving technical issues.
• Proven experience effectively addressing customer concerns through clear communication and a service-first mindset.

Benefits

• WFH Flexible