Managed Services Engineer providing IT support for multiple Heartland customers. Handling ticket requests, maintenance duties, and training responsibilities as part of the team.
About the role
- IT support role providing a range of services from desktop support to proactive maintenance for Heartland customers. Responsibilities include ticket management, client interaction, and collaboration with engineering teams.
Responsibilities
- Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
- 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.
- Maintain minimum of 75% utilization per fiscal year prorated based on start date.
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.
- 4+ years’ experience working in a customer facing IT service role.
- Associate degree in a technology-related field or a combination of education and relevant experience.
- 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.
Benefits
- WFH Flexible
- On call after hours/weekend on call rotation every 8-10 weeks(additional compensation)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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