Managed Services Engineer II - IN OFFICE - Local applicants only please.

Data Defined, LLC•Brunswick, ME

8d•Onsite

About The Position

Data Defined, LLC is a leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1998, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams. The Managed Services Engineer II is a representative of the company that interacts daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with high level of accuracy, this role will perform a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. The Managed Services Engineer II diagnoses mechanical, hardware, software, and system failures using established procedures. This role will require 25% travel.

Requirements

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, Autotask, Datto RMM and Remote Desktop Services preferred
Experience in LAN/WAN and basic network troubleshooting
Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications
Experience with Anti-Virus configuration with more than one A/V solution
Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus
Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills
Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
Business acumen; translating business requirements into related solutions
Flexible and able to remain calm in times of stress while managing multiple priorities at one time
Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
Sound problem-solving technique with ability and persistence to generate options and select the best solution
Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
Ability to communicate effectively with customers and various levels of management both verbally and in written form
Ability to manage multiple projects in a fast-paced environment
Team player mentality and willingness to share knowledge with others
Candidates must be U.S. citizens or lawful permanent residents and be willing to undergo a thorough background check as part of the employment process.

Nice To Haves

Certifications preferred in one of the following: CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert

Responsibilities

Provide best in class customer service to Data Defined’s customer base
Adhere to company values while following best practices and operational procedures
Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
Maintain up to 85% utilization to support key performance indicator attainment and service level agreements
Drive for continuous CSAT scores to ensure consistent feedback from Data Defined’s customer base
Act as an escalation point for Managed Services Engineer I’s
Troubleshoot issues on a variety of information systems and network devices within complex customer environments
Update, manage and troubleshoot workstation device connectivity and printer issues
Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments
Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms
Perform network troubleshooting, network traffic analysis and debugging
Manage Anti-Spam Policies and run virus scanning using Data Defined approved software
Work tickets based on SLA priority and expiration and updating tickets daily
Support solutions such as email, storage, backups, monitoring and productivity suites
Account for time by function and by the customer in Autotask with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services
Participate in a regular after-hours on-call rotation schedule
Provide continuous updates and communication on assigned tickets to ensure customers have daily interaction and support