Engineer specializing in building automation in hybrid work environment at sic architekten gmbh. Contributing to sustainable and functional building projects in Köln.
About the role
- Managed Services Engineer providing IT support for multiple Heartland customers. Handling ticket requests, maintenance duties, and training responsibilities as part of the team.
Responsibilities
- Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment
- 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 resolution 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
- Collaborate with customer’s primary field engineer to perform work as needed
- Project manage internal department initiatives from time to time
- Contribute and enhance internal department process/system documentation
- Conduct training of customers or colleagues in informal and formal environments
- Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions
- 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 (preferred)
- 4+ years’ experience working in a customer facing IT service role (preferred)
- Advanced knowledge of network printing, antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, mobile operating systems (Apple iOS and Android)
- Advanced knowledge of Microsoft Windows Desktop & Server Operating System
- Associate degree in a technology-related field or a combination of education and relevant experience
Benefits
- WFH Flexible
- On call after hours/weekend on call rotation every 8-10 weeks (additional compensation)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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