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Heartland Business Systems · 13 hours ago

Managed Services Engineer II

West Des Moines, IA

Full-time

Onsite

Mid Level

3+ years exp

Heartland Business Systems is seeking a Managed Services Engineer II to provide a wide range of IT services, including desktop and application support, server maintenance, and networking assistance. The ideal candidate will blend technical skills with customer service to support multiple clients effectively.

ConsultingInformation ServicesInformation TechnologyLegalSoftware

Responsibilities

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)

Minimum of 75% 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

Perform other duties, as assigned

Qualification

IT service experienceNetwork administrationMicrosoft Windows ServerCustomer service skillsCisco networkingHonesty / IntegrityResource managementStrategic planningDelegating responsibilityInnovative thinkingProblem solvingTime managementAdaptabilityConflict resolutionDecision makingRelationship building

Required

3+ years' experience working in an IT service role, systems administration, and network administration

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

Preferred

5 years' experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment

4+ years' experience working in a customer facing IT service role

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

Bachelor's degree in a technology-related field

Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)

Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup