IT Support Engineer - onsite - Solarus Technologies Inc

Solarus Technologies is looking for a high-impact Support Engineer who thrives in fast-paced environments and possesses a unique talent for resolving technical issues with both speed and excellent customer service. We believe in providing lasting solutions that enhance the overall customer experience, even when situations are initially challenging.

Position Overview: As a Support Engineer, you will be responsible for delivering first-line and second-line technical support to our clients, ensuring their IT infrastructure runs smoothly. Your ability to quickly resolve tickets while ensuring they are permanently fixed will be key to your success in this role.

Key Responsibilities:

• Technical Support: Provide first-line and second-line technical support, troubleshooting hardware, software, and network issues both remotely and onsite.
• System Monitoring: Monitor client systems and networks for optimal performance, utilizing tools for proactive maintenance and alerts.
• Incident Management: Manage and resolve incidents reported by clients, ensuring timely communication and updates throughout the resolution process.
• Documentation: Maintain accurate records of issues, solutions, and system configurations to enhance knowledge sharing.
• Backup and Recovery: Implement and manage backup solutions to ensure data integrity and assist with recovery procedures as needed.
• Client Onboarding: Assist in the onboarding process of new clients, including system setup, configuration, and training on services and tools.
• Network Administration: Support and manage network infrastructure, including routers, switches, firewalls, and VPNs to ensure secure and efficient connectivity.
• Security Management: Monitor and implement security measures to protect client systems from threats, including regular updates and vulnerability assessments.
• Onsite Support: Travel to client locations, including those based in NYC, to provide onsite support for complex issues.
• Collaboration with Teams: Work closely with other IT teams to coordinate efforts in delivering comprehensive solutions to clients.
• Continuous Improvement: Stay updated on industry trends and technologies to recommend enhancements to client systems and services.

Qualifications:

• Active Directory: Proven experience in managing and troubleshooting Active Directory environments, including user management, group policies, and security settings.

• Azure: Strong knowledge of Microsoft Azure services, with experience in deployment, management, and troubleshooting of Azure resources.

• Azure Virtual Desktop (AVD): Familiarity with AVD configuration and management, including user sessions, application deployment, and performance optimization.

• Microsoft 365: Extensive experience with Microsoft 365 applications and services, particularly in troubleshooting issues related to Exchange Online, SharePoint, Teams, and OneDrive.

• Networking: Solid understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN technologies, with the ability to diagnose and resolve connectivity issues.

• Technical Skills: Proficient in IT support tools and ticketing systems; strong analytical and problem-solving skills.

• Communication: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users effectively.

• Certifications: Relevant IT certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator Associate) are a plus.

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