ITMS Patching Specialist (Remote)

New Era Technology is seeking a proactive and detail-oriented Level 2 IT Technician to join our team remotely. This role is crucial for maintaining the security and operational integrity of our IT infrastructure within an IT Service Management (ITSM) environment. You will be responsible for ensuring all systems are up-to-date, secure, and performing optimally through meticulous patching, regular maintenance, and effective troubleshooting.

Key Responsibilities

• Deploy operating system (OS) and application patches in accordance with IT security and compliance guidelines.
• Ensure timely updates for Windows, macOS, Linux, and third-party software across all endpoints.
• Monitor and troubleshoot patch failures, escalating complex issues as necessary.
• Collaborate with IT Security teams to address and mitigate vulnerabilities identified in patch management reports.
• Maintain compliance with industry standards such as NIST, CIS, and ISO 27001 by adhering to best practices in patch management.
• Perform preventive maintenance on IT systems, including servers, workstations, and network devices.
• Proactively monitor system health dashboards to identify and address potential issues before they impact operations.
• Document maintenance schedules, patch deployment processes, and resolutions within the ITSM system.
• Respond to IT service requests and incidents specifically related to patching and system maintenance.
• Troubleshoot performance, compatibility, and security issues that may arise from patch deployments.
• Ensure proper rollback procedures are established and available for failed updates.

Competencies

• Hands-on experience with enterprise patch management solutions for Windows, Virtual Servers, and desktops.
• Familiarity with cybersecurity best practices and vulnerability management.
• Outstanding troubleshooting and correction capabilities for Server, PC, Desktop, VM, and Client/Server issues.
• Strong, broad-based knowledge of VMs, hardware, operating systems, patching, backup solutions, security protocols, basic network protocols, and remote management tools.
• Excellent verbal and written communication skills for professional interaction with customers and for clear ticket/project updates.
• Dedication to providing exceptional customer service.
• Proficiency in all core technical requirements of the role.
• Strong team collaboration skills.

Required Experience

• Minimum of 3 years of experience as a Systems Engineer.
• Proven ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server environments across various operating systems.
• Demonstrated track record and experience with Microsoft, Mac, and Virtual services.
• Experience participating in the planning and execution of hardware and firmware upgrades, including patching.
• Working technical knowledge of current network hardware, protocols, and internet standards.
• Strong background with ticketing systems for work tracking.
• Minimum of 2 years in a customer-facing role, preferably within an MSP.
• Minimum of 2 years working with SaaS products.

Preferred Certifications/Skills

• Microsoft Certifications are preferred.
• Experience with Connectwise, Automate, or N-Able is a bonus.
• Virtualization technology certification (Azure, VMware, AWS) is a plus.
• Experience with MSP tools such as ITGlue is beneficial.