Managed Services Engineer III

HEARTLAND BUSINESS SYSTEMS LLC•Omaha, NE

About The Position

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.

Requirements

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.
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)

Nice To Haves

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
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

Responsibilities

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.