Hybrid Managed Services Engineer II

at Heartland Business Systems

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

About the role

• IT support role providing a range of services from desktop support to proactive maintenance for Heartland customers. Responsibilities include ticket management, client interaction, and collaboration with engineering teams.

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 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.
• Maintain minimum of 75% utilization per fiscal year prorated based on start date.

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.
• Advanced knowledge of the following: 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.

Benefits

• WFH Flexible
• On call after hours/weekend on call rotation every 8-10 weeks(additional compensation)