Heartland Business Systems, Inc. · 15 hours ago
Managed Services Engineer II
United States
Full-time
Remote
Mid Level
3+ years expHeartland Business Systems, Inc. is seeking a Managed Services Engineer II to provide a wide range of IT services for multiple clients. The role involves responding to ticket alerts, performing proactive maintenance, and providing remote support for various IT infrastructure.
Information Technology & Services
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
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
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 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
Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup
Company
Heartland Business Systems, Inc.
Heartland is a boutique software and IT consulting company specializing in the rapid design and implementation of business solutions for small to mid-market businesses.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase