Heartland Business Systems, Inc. · 11 hours ago
Remote IT Support Desk Engineer I
United States
Full-time
Remote
Entry Level
1+ years expHeartland Business Systems, Inc. is seeking a Remote IT Support Desk Engineer I to provide a wide range of IT services, including desktop and application support. The role involves proactive maintenance, remote support for various IT infrastructure, and ensuring timely communication with clients.
Information Technology & Services
Responsibilities
Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc
Remote application and hardware support for workstations, 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
Contribute and enhance internal department process/system documentation
Follow policies and procedures on a department and per client basis
Monitor email and phone for client communications and respond in a timely manner
Maintain up to date records of customer technical information as it relates to servers, applications, infrastructure, and remote support instructions
Be part of an on-call after-hours rotation with other members of the team one (1) week at a time
Ability to travel to customer sites to provide end user support
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
1-3 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
Strong troubleshooting and analytical skills with a customer-focused approach to resolving technical issues
Proven experience effectively addressing customer concerns through clear communication and a service-first mindset
Preferred
3-5 years' experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment
1-3 years' experience working in a customer facing IT service role
Intermediate knowledge of the following: Microsoft Windows Operating System, core server administration within Microsoft Windows Server, Mac OS, Mobile operating system (apple iOS and Android)
Intermediate knowledge of Microsoft Windows Desktop & Server Operating System
Bachelor's degree in technology related field
Two or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)
Intermediate 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