Job Description

Job Description

Job Description

Description:

Position Summary:

This role serves as a high-level technical escalation point within the service delivery organization. This role is responsible for diagnosing and resolving the most complex technical challenges, leading advanced project initiatives, and ensuring the stability, security, and optimal performance of client environments. This role collaborates closely with Tier 1 and Tier 2 teams, providing mentorship, developing documentation, and offering strategic guidance to continually elevate service quality. This position may specialize in networking, systems engineering, or a hybrid of both disciplines.

Roles and Responsibilities/Essential Functions:

• Serve as the high-level escalation point for complex incidents, service requests, and problem management.
• Troubleshoot and resolve advanced issues across servers, networks, cloud platforms, and/or security systems.
• Perform deep-dive root cause analysis and implement long-term corrective actions.
• Collaborate with vendors and third-party providers to resolve escalated issues.
• Support the managed services advanced practice
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Mentor Tier 1 and Tier 2 technicians to improve troubleshooting skills and reduce escalations.
• Participate in internal technical reviews and contribute to continuous improvement initiatives.
• Communicate effectively with clients regarding complex issues, project/service updates, and recommendations.
• Provide guidance on technology strategy, lifecycle planning, and risk mitigation.
• Lead server, network, and application upgrades, migrations, and major changes
• Assist with incident response, vulnerability remediation, and security audits
• Ensure client environments align with compliance and regulatory requirements where applicable
• Research new products for selection, enhance configuration standards and best practices and educate team members on these products and services.
• Provide senior level support, maintenance, and administration for customer networks and review for other potential concerns or enhancement opportunities.
• Work in and always model a positive team atmosphere between regional and virtual practices while maintaining a professional and respectful demeanor.
• Work closely with service delivery, project teams, and account management
• Maintain current vendor/industry specific certifications and stay current on new products and solutions by utilizing networks of resources.
• 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.

Competencies:

• Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
• Ambition - Extent that an individual demonstrates drive and initiative in seeking personal advancement or recognition
• Applied Learning - Applied learning looks at whether an individual takes part in needed learning activities in a way that makes the most of the learning experience
• Adaptability – Ability to adapt to change in the workplace.
• Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Conflict Resolution – Ability to deal with others in an antagonistic situation.
• Decision Making – Ability to make critical decisions while following company procedures.
• Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people.
• Detail Orientated - Ability of an individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant
• Honesty / Integrity – Ability to be truthful and be credible in the workplace.
• Innovative – ability to look beyond the standard solutions
• Interpersonal - Interpersonal skills look at the ability of the individual to develop and maintain relationships with others.
• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building – Ability to effectively build relationships with customers and co-workers.
• Resource Management – Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Strategic Planning – ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.
• Technical Aptitude - Ability to relate to topics which require and understanding or specialized knowledge
• Time Management – Ability to utilize the available time to organize and complete work within given deadlines.

Required Experience:

• 5+ years’ experience working in an IT service role, systems administration, and/or network administration.
• 3+ years of experience designing, implementing, and/or supporting client networks/systems in a managed services role.

Preferred Experience:

• 5+ years experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 4+ years’ experience working in a customer facing IT service role.
• Advanced knowledge of the following: Network printing, 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.
• 3+ years experience working as a consultant.
• Experience with installing and supporting Cisco or HP/Aruba networks, including IOS, IOS-XR, and/or NX-OS
• Experience configuring Next Generation Firewalls for SMB and enterprise level network environments.
• 2+ years experience working with Nutanix, Azure Stack HCI, and/or VMWare hypervisor technologies

Required Skills, Education and/ or Certifications required:

• Associate degree in a technology-related field or a combination of education and relevant experience
• Three or more of the following certifications: CCNA, Network +, Server+, Microsoft O365 or Azure certifications (excluding fundamental courses)

Preferred Skills, Education and/ or Certifications required:

• Bachelor’s degree in Networking, Information Technology, related field, or equivalent experience.
• Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, Hyper-V, LogicMonitor, and Veeam Backup
• Familiarity or experience with Meraki (Wireless, Security Products, Switches, SDWAN), Network security appliances Including Cisco ASA/FTD, Palo Alto firewalls, Fortinet firewalls and related technology

Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.  

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