Description

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.

Requirements

How to qualify:

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 equivalent experience
Three or more of the following certifications: CCNA, Network +, Server+, Microsoft O365 or Azure certifications (excluding fundamental courses)
Maintain an outcome focused mindset
Have strong prioritization skills
Always be a team player
Carry a professional attitude and respectful demeanor

Why HBS?

Heartland Business Systems is one of THE LARGEST technology VARs or Value-Added Resellers in the Midwest. Anything that happens with computers – we do it! We PRIDE ourselves on our Core Values of:

Performance – HBS is driven to achieve exceptional results in all aspects of our business.

Respect – HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.

Innovation – HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.

Development – HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.

Excellence – HBS takes great pride in all we do and strive for excellence always.

What you can expect from HBS:

Competitive Compensation Package (May include but not limited to: Bonus, Incentive, Commission, Fair Wage, Retirement Plans, Benefits with HSA Compatible Plans)
Growth Opportunities
Community Involvement
Personal Development
Employee and Family Celebrations
Green Initiatives
Personal Time Off
Work Life Balance
Recognition and Awards

Day in and day out, you will be a part of a collaborative, innovative and award-winning team that will make you a better professional. Choose HBS today!

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

The expected annual base salary for this position is $62,000 to $82,000. In addition to base compensation, this position includes a comprehensive benefits package. Current benefits include:

Health, dental, and vision insurance
Company-paid long-term disability insurance
Paid time off, including vacation, sick leave, and company-recognized holidays
401(k) retirement plan with company contribution

The final base salary will be determined by the candidate’s job-related skills, experience, education, and certifications, along with internal equity and market considerations. This pay range is provided in accordance with applicable state and local pay transparency laws.