Managed Services Engineer I

4 weeks ago

London, Greater London, United Kingdom Heartland Business Systems Full time
Job Summary

This position provides a wide range of IT services from desktop and application support to basic administrative duties for servers, networking, and firewall equipment. As a key member of our managed services team, you will provide critical IT support for multiple Heartland customers.

Key Responsibilities
  • Perform proactive maintenance duties such as switch/firewall/router 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.
  • 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 1 week at a time.
Requirements
  • Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
  • 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.
  • Honesty / Integrity – Ability to be truthful and be credible in the workplace.
  • Innovative – ability to look beyond the standard solutions
  • 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.
  • Time Management – Ability to utilize the available time to organize and complete work within given deadlines.
Preferred Qualifications
  • 0-2 years' experience troubleshooting Microsoft Windows endpoints in domain environments
  • 0-2 years' experience working in IT service desk role
  • 0-2 years' experience working in a customer facing IT consulting role
  • 0-2 years' experience in systems administration
  • 0-2 years' experience in network administration
Education and Certifications
  • Associate degree in a technology-related field or a combination of education and relevant experience.
  • Basic knowledge of Microsoft Windows Operating System
  • 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

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