Remote IT Support Desk Engineer I
About the position
This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple Heartland customers. The ideal candidate will bring a good blend of technical and customer services skills to this fast-paced environment.
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.
Requirements
• 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
Nice-to-haves
• 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
Apply Now
Apply Now
This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple Heartland customers. The ideal candidate will bring a good blend of technical and customer services skills to this fast-paced environment.
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.
Requirements
• 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
Nice-to-haves
• 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
Apply Now
Apply Now