Remote & On-Call IT Support Technician II

Heartland Technology Group; Denver (CO); Presencial; USD 57 000 - 72 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health, dental, and vision insurance

401(k) retirement plan with company "+

Paid time off

Company holidays

Growth opportunities

Resumo da oferta

Heartland Technology Group is seeking an IT service professional to deliver desktop, application, and basic server/network support as part of a fast-paced managed services team. You will respond to ticket alerts, monitor queues, and work with field engineers to resolve issues while maintaining strong customer service.

A 3+ year background and an associate degree are preferred, with emphasis on Windows Server and security basics.

Qualificações

• 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
• 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

Responsabilidades

• 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

Conhecimentos

IT service experience

Customer service

Windows OS knowledge

Network administration basics

Team player

Prioritization skills

Formação académica

Associate degree in technology-related field

Ferramentas

Microsoft Windows Server

Antivirus software

Networking hardware

Descrição da oferta de emprego

Heartland Technology Group is seeking an IT service professional to deliver desktop, application, and basic server/network support as part of a fast-paced managed services team. You will respond to ticket alerts, monitor queues, and work with field engineers to resolve issues while maintaining strong customer service.

A 3+ year background and an associate degree are preferred, with emphasis on Windows Server and security basics.