Managed Services Engineer II

Managed Services Engineer II

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.

Why Work for Us:

Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.

Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.

Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.

Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary:

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.

Job Duties & Responsibilities:

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.

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

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

Qualifications:

College Degree not required

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required

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

Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, Autotask, Datto RMM and Remote Desktop Services preferred

Foundational knowledge of LAN/WAN networking and network troubleshooting. This role requires a willingness to learn and grow within a team-oriented environment, working alongside experienced engineers as well as independently. The successful candidate will be expected to develop expertise in firewalls, switches, wireless infrastructure, VPN connectivity, network security, and related technologies while assisting with the implementation, administration, and support of client networks. Continuous learning and professional development are key expectations of this position

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

Benefits

Generous 401k matching contribution (100% on the first 3%)

Dynamic, fun company culture

PTO, 7 holidays and 2 optional holidays annually

Medical Insurance

Company provided Life, Short and Long-term Disability Insurance

Parking

Business casual work attire

Due to the nature of our business and the requirements of ITAR regulations, this role may require access to controlled information and technology. 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.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, familial status, age, physical or mental disability, pregnancy, sexual orientation, gender identity, genetic information, veteran status, or any other characteristic protected by law.