Technical Solutions Engineer

Are you a tech-savvy problem solver with great customer service skills? We're looking for a Solutions Engineer to join our team and deliver high-quality technical support to both customers and internal staff. If you enjoy variety, autonomy, and working with modern technologies like Intune, Azure AD, and MDM platforms, this role is for you., As a Solutions Engineer, you will be responsible for diagnosing and resolving hardware, software, and connectivity issues. Your work will involve a mix of remote troubleshooting and on-site customer visits, ensuring users get fast, effective, and friendly support., Technical Support & Troubleshooting:

• Diagnose and resolve issues with laptops, desktops, and peripherals.

• Provide support via VPN/RDP and attend on-site visits when required.

• Configure devices in Azure AD, MFA, and Office 365 environments.

Customer Service:

• Respond promptly to support tickets and maintain clear, professional communication.

• Ensure customer satisfaction by delivering solutions within agreed SLAs.

System Setup & Configuration:

• Install and configure Windows/macOS, antivirus, and productivity tools.

• Set up and troubleshoot SharePoint and OneDrive integrations.

Reporting & Documentation:

• Maintain accurate support records and escalate complex issues when needed.

• Assist with generating performance reports on support activities.

Continuous Improvement:

• Suggest enhancements to processes and help shape improvements to the technical support service.

Essential:

• Strong working knowledge of Windows OS, networking, and VPN configuration.

• Experience in face-to-face customer support.

• Experience with Microsoft Intune, JAMF, Addigy, Sophos, Windows OS/Server, macOS, QNAP NAS.

• Excellent problem-solving skills and strong communication abilities.

• Ability to work independently and manage time effectively.

Desirable:

• 2+ years' experience in a customer-facing or telephone-based technical support role.