MSP IT Support Engineer II – Proactive, Client-Focused

Signal Corps Regimental Association; Fayetteville (AR); On-site; USD 52,000 - 66,000; Full time

Job summary

Heartland Technology Group is seeking an IT Support Desk Engineer II to provide desktop and application support, server and network admin tasks, and proactive maintenance in a managed services context. You will handle tickets, perform remote troubleshooting, and contribute to client infrastructure improvements.

The role requires strong customer service skills, experience with Windows endpoints, and familiarity with networking and security appliances.

Qualifications

• 3+ years' experience in an IT service role, systems administration, and network administration.
• Experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• Customer service-oriented skillset
• Basic knowledge of Microsoft Windows Server
• Basic knowledge of Mac OS
• Basic knowledge of network printers and antivirus software

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 based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/router/firewall upgrades and server patches.
• 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
• Maintain documentation of customer technical information
• Be part of an on call after hours/weekend rotation every 8-10 weeks
• Perform other duties, as assigned

Skills

Active Listening

Adaptability

Decision Making

Problem Solving

Relationship Building

Time Management

Education

Associate degree in a technology-related field

Bachelor's degree in a technology-related field

Tools

Cisco networking

HP networking

Palo Alto firewalls

ConnectWise Manage

VMware

LogicMonitor

Job description

Heartland Technology Group is seeking an IT Support Desk Engineer II to provide desktop and application support, server and network admin tasks, and proactive maintenance in a managed services context. You will handle tickets, perform remote troubleshooting, and contribute to client infrastructure improvements.

The role requires strong customer service skills, experience with Windows endpoints, and familiarity with networking and security appliances.