Service Owner Consultant responsible for engineering and automating compute platforms at CNA, ensuring operational readiness through Infrastructure as Code and modern practices.
About the role
- Managed Services Engineer providing IT support for Heartland customers. Handling tickets, proactive maintenance, and client training.
Responsibilities
- Provide critical IT support for multiple Heartland customers
- 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
- Project manage internal department initiatives as needed
- 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)
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 (preferred)
- 4+ years’ experience working in a customer facing IT service role (preferred)
- Associate degree in a technology-related field or a combination of education and relevant experience (required)
- Customer service-oriented skillset (required)
- Advanced knowledge of Microsoft Windows Operating System (required)
- Basic knowledge of network printing (required)
- Basic knowledge of Antivirus software packages (required)
- Basic knowledge of core server administration within Microsoft Windows Server (required)
- Basic knowledge of Mac OS (required)
- Basic knowledge of mobile operating systems: Apple iOS and Android (required)
- Bachelor’s degree in a technology-related field (preferred)
- Three or more ongoing certifications (preferred)
Benefits
- Work from home flexibility
- Additional compensation for on-call duties
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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