MSP IT Support Technician II — Remote, On‑Call & Growth

Heartland Business Systems, LLC.

Town of Brookfield (WI)

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation package

Growth opportunities

Work-life balance

Employee recognition

Job summary

Heartland Business Systems, LLC. is seeking an IT service professional to provide desktop and application support, plus basic admin duties for servers, networking, and firewall equipment for our managed services team. The role supports multiple Heartland customers in a fast-paced environment.

The ideal candidate will combine technical and customer service skills, respond to tickets, perform proactive maintenance, and participate in after-hours on-call rotation with additional compensation.

Qualifications

3+ years’ experience 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.
Customer service-oriented skillset.
Advanced knowledge of Microsoft Windows Operating System.
Basic knowledge of network printing.
Basic knowledge of Antivirus software packages.
Basic knowledge of core server administration within Microsoft Windows Server.
Basic knowledge of Mac OS.
Basic knowledge of mobile operating systems: Apple iOS and Android.
Maintain an outcome focused mindset.
Have strong prioritization skills.
Always be a team player.
Carry a professional attitude and respectful demeanor.

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 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.
Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).
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