Infrastructure 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 1999, 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:
- A culture of "absolutely doing the right thing," that values taking care of colleagues, clients, and our community
- An opportunity to work with cutting-edge technology alongside ambitious and talented colleagues
- A fun work environment
- Competitive wages and benefits to ensure we attract and retain the best staff
- Opportunities to grow and develop personally and professionally
Job Summary
This in office role is for an IT Professional with experience working for an MSP providing Level 2 and Level 3 support via Help Desk and Field Support Services. The ideal candidate demonstrates excellent customer service, fast response, and critical thinking skills. Successful candidates enjoy providing customer service-oriented support, possess knowledge across a wide range of technical topics and thrive on helping clients find solutions to technical issues. The position requires self-directed motivation with a sense of urgency in a team-focused environment.
Job Duties and Responsibilities:
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
- Cloud Infrastructure - Azure, AWS among others
- Remote desktop support
- Server Environments and Virtualization
- Active Directory
- Networking and configurations (Switching, routing, firewalls)
- Simple and Complex LAN/WAN environments
- Disaster recovery solutions
- Backup solutions and applications (Datto, StorageCraft, etc.)
- VPN technologies
- Network security (Sophos, Cisco, SonicWall, etc.)
- Virtualization technologies (VMWare / Hyper-V)
- On Prem and Hosted Mail Solutions (Exchange / Google / O365)
- Various Desktop operating systems (Windows, Android and Chromebook)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- VoIP phone systems - Cisco Webex, RingCentral
- Ability to diagnose individual and client issues by asking questions and listening, to fully understand their issue(s) through remote/phone communications as well as onsite visits and consultations.
- Demonstrate and communicate a commitment to resolving the issue through attentiveness and patience.
- Proactively anticipate client needs by thinking '3 steps ahead': diagnose 'root causes' versus treating symptoms and anticipate the impact to additional processes and/or systems.
- Embody the Data Defined brand by forming productive relationships built on trust, patience and results with internal staff, customers, and vendor partners.
- Keep clients informed of progress, changes and solutions in a timely and effective manner that exceeds client's expectations and is in alignment with their culture and communication preferences.
- Ability to capture, create and maintain client specific documentation in Data Defined's systems according to standards and specifications.
- Handle surprises by acting cool under pressure and use positive language to deescalate situations.
- Respect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate.
- Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
- Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Ability and desire to educate other team members, mentor and guide junior engineers and to serve as potential escalation points for the team.
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
Data Defined, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.