IT Support Desk Engineer II

About the role

The IT Support Desk Engineer II provides a broad range of IT services, from desktop and application support to basic server, networking, and firewall administration. Working within a managed‑services team, the engineer delivers critical support to multiple Heartland customers in a fast‑paced environment.

Key responsibilities

• Respond to auto‑generated ticket alerts, prioritize based on SLA, and manage tickets in the ticketing system.
• Provide phone support for client‑initiated requests and participate in an on‑call rotation.
• Perform proactive maintenance such as switch, router, firewall upgrades, server and workstation patching, and firewall rule updates.
• Deliver remote application and hardware support for networking equipment, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Collaborate with field engineers and internal departments to resolve escalated issues.
• Contribute to internal documentation, process improvement, and occasional project management.

Required profile

• Strong active listening and communication skills.
• Adaptability to changing priorities and fast‑paced environments.
• Assertiveness and confidence in decision‑making.
• Ability to resolve conflicts and build relationships.
• High integrity, honesty, and professionalism.
• Innovative mindset and problem‑solving orientation.

Required skills

• Windows desktop support and application troubleshooting.
• Server administration and patch management.
• Network troubleshooting, switch, router, and firewall configuration.
• Remote support tools and ticketing systems (e.g., ServiceNow).
• Monitoring and backup/security appliance management.

What we offer

• Full‑time permanent position within a growing managed‑services team.
• Opportunities for professional development and on‑the‑job training.
• Competitive compensation with additional on‑call pay.