Heartland Business Systems · 2 days ago

Managed Services Engineer II

Little Chute, WI

Full-time

Remote

Entry, Mid Level

1+ years exp

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Responsibilities

Minimum of 70% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on the job training. Utilization metrics will be re-evaluated on an annual basis.

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).

Perform other duties, as assigned

Qualification

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