Infrastructure Engineer II

Infrastructure Engineer II

at Data Defined in Brunswick, Maine, United States

Job Description

This 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.

Diagnose individual and client issues through remote/phone communications and onsite visits

Resolve issues with attentiveness and patience

Anticipate client needs by diagnosing root causes and considering impacts on additional processes/systems

Form 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

Capture, create, and maintain client-specific documentation according to standards and specifications

Handle surprises calmly and use positive language to de-escalate situations

Respect the client's time and efficiently explore solutions, escalating when appropriate

Act independently to prioritize and manage multiple client issues

Demonstrate a commitment to personal development by seeking out training opportunities and learning from teammates

Overcome challenges and view failure as an opportunity for improvement

Educate team members, mentor junior engineers, and serve as potential escalation points for the team