Managed Services Engineer I

Data Defined, LLC•Brunswick, ME

2d•Hybrid

About The Position

The Managed Services Engineer I is an entry-level representative of Data Defined, LLC who provides daily technical support to end-users across client organizations. This role focuses on resolving routine IT issues, assisting with installations and basic maintenance of desktops, laptops, and related software, and ensuring excellent customer service. The Engineer I works under supervision, following established procedures to diagnose and resolve hardware and software problems. This position is primarily based in the office, with up to 25% travel to client sites or company locations as needed for support tasks, installations, or training. Occasionally, you may be required to work from home to provide remote support or complete assigned tasks. Candidates must have a reliable home internet connection and an appropriate computer setup to securely access company systems and perform job duties when working remotely. Data Defined can provide necessary equipment for remote work on a case-by-case basis during work-from-home days, ensuring employees have the tools needed to perform their duties effectively. All remote work must comply with company security policies and procedures to protect client data and maintain service quality.

Requirements

2+ years of experience in IT support or a related field preferred but not required; recent graduates and career changers are encouraged to apply.
Basic knowledge of Microsoft Windows, Office 365, and common desktop applications.
Familiarity with troubleshooting hardware and software issues on PCs and laptops.
Strong organizational skills and ability to manage multiple tasks in a fast-paced environment.
Excellent verbal and written communication skills, with a focus on customer service.
Ability to work collaboratively in a team and follow instructions from senior engineers.
Willingness to learn new technologies and pursue relevant certifications (e.g., CompTIA A+).

Responsibilities

Deliver friendly, professional customer service to Data Defined’s clients, responding to support requests via phone, email, or ticketing system.
Follow company values, best practices, and operational procedures in all work.
Monitor and update the status of open tickets, completing assigned tasks efficiently and accurately.
Manage Anti-Spam Policies and run virus scanning using Data Defined approved software
Troubleshoot and resolve basic issues with workstations, printers, and user accounts, escalating complex problems to senior engineers as needed.
Assist with onboarding and offboarding tasks, such as setting up user accounts and resetting passwords in Active Directory under supervision.
Support standard IT solutions including email, storage, backups, and productivity suites.
Accurately record time and work notes in Autotask to ensure continuity of service.
Communicate clearly and regularly with customers regarding ticket status and resolution.
Participate in team meetings and training sessions to develop technical skills and knowledge.
Participate in a regular after-hours on-call rotation schedule
Maintain a positive attitude and willingness to learn from senior team members.