Technical Solutions Engineer

Job DescriptionJob Description

Location: Remote (with the ability to travel for in-person meetings, implementation projects, and/or support as necessary)

Company: Onward Technology Solutions

Overview:
At Onward Technology Solutions, the Technical Support Engineer is critical in delivering top-tier technical support to our clients. The role focuses on troubleshooting, resolving technical issues, and maintaining IT systems, particularly within Microsoft 365, Azure, and Cisco Meraki environments. This position may frequently involve on-site rotations, after-hours support, and serves as a stepping stone to the Technical Solutions Manager role for career growth.

Key Responsibilities:

1. Technical Support:

   • Provide remote and frequent on-site technical support to clients, addressing issues related to systems, networks, endpoints, and data cabling.
   • Troubleshoot and resolve technical issues in Microsoft 365, Azure environments, Cisco Meraki networking stacks, and other cloud-based systems.
   • Support users with endpoint management, including Windows, macOS, and mobile devices using Intune and other Remote Management Tools.
   • Assist with network troubleshooting and management, including Wi-Fi, firewalls, switches, and Hyper-V environments.
   • Participate in after-hours rotations to provide support outside of standard business hours as needed.

2. Client Communication:

   • Serve as a point of contact for client support requests, delivering clear and timely updates on issue resolution.
   • Provide guidance to clients on best practices for system and network use, ensuring efficient IT operations.

3. Documentation & Reporting:

   • Maintain accurate records of client interactions and resolutions using Onward’s PSA and RMM tools.
   • Document technical issues and resolutions to streamline internal processes and improve service delivery.

4. Continuous Improvement:

   • Stay current with the latest technologies and trends, particularly in Microsoft Azure, Cisco Meraki, and endpoint management, and Cybersecurity.
   • Contribute to the automation of support workflows to improve service efficiency and client satisfaction.

Skills & Qualifications:

1. Technical Skills:

   • Cloud Platforms: Experience with Microsoft 365 and Azure services, including Azure Active Directory and Azure Virtual Machines.
   • Endpoint Management: Proficiency in managing and troubleshooting endpoints using Intune.
   • Networking: Strong understanding of Cisco Meraki stacks, network configurations, protocols, and troubleshooting (firewalls, switches, routers, VPNs).
   • Data Cabling: Experience with network and data cabling installations, ensuring compliance with industry standards.
   • Virtualization: Proficiency in virtual machine deployment and management.
   • Remote Support Tools: Familiarity with RMM platforms, PSA tools, and mobile device management (MDM) platforms.

2. Problem-Solving & Communication:

   • Strong problem-solving skills and the ability to communicate technical issues clearly to both technical and non-technical stakeholders.
   • Ability to manage multiple support requests, prioritize tasks, and perform in high-pressure environments.

3. Experience:

   • Exposure to cloud computing environments, particularly Microsoft Azure.
   • Experience in endpoint management tools (Intune or equivalent).
   • Familiarity with troubleshooting IT infrastructure, including networks, servers, virtualization, and desktops.
   • Experience with data cabling installation and troubleshooting.

Physical Requirements:

• Ability to lift 50-75 lbs for hardware installations.
• Comfortable working in tight spaces and at heights for infrastructure assessments and servicing.
• Frequent travel to client sites for troubleshooting, project deployments, and staff augmentation needs.
• Participation in after-hours rotations may be required for on-call support.

Work Arrangements:

• This role is primarily remote, with frequent travel for on-site client support, project deployments, and staff augmentations.
• Designated home office space required (minimum 100 square feet).
• Ability to work flexible hours, including after-hours rotations, as required by project needs.

Compensation & Benefits:

• Competitive salary ranging from $45,000 to $73,000 based on experience.
• 401K with a 6% employer match.
• Health Insurance (50% covered by Onward).
• Unlimited PTO (upon approval).
• Flexible working hours.

Additional Compensation Opportunities:

• Commission on managed IT services and project hardware/software sales (10% of revenue generated).
• Performance-based bonuses (up to 10% of annual salary).

Career Advancement:

• The Technical Support Engineer role transitions into a Technical Solutions Manager position, offering a clear path for career growth.
• Financial support for training and certification programs aligned with your career path.
• Potential for growth into senior technical or management roles based on performance and company needs.

Company DescriptionOnward Technology Solutions is a leading provider of innovative business technology solutions, specializing in managed IT services, cloud computing, cybersecurity, AI and automation. We help businesses modernize their IT infrastructure, improve efficiency, and drive growth through tailored, cutting-edge technology solutions. Our collaborative and dynamic work environment fosters continuous learning, professional development, and work-life balance. At Onward, you’ll have the opportunity to work with the latest technologies while advancing your career in a supportive and forward-thinking company.Company DescriptionOnward Technology Solutions is a leading provider of innovative business technology solutions, specializing in managed IT services, cloud computing, cybersecurity, AI and automation. We help businesses modernize their IT infrastructure, improve efficiency, and drive growth through tailored, cutting-edge technology solutions. Our collaborative and dynamic work environment fosters continuous learning, professional development, and work-life balance. At Onward, you’ll have the opportunity to work with the latest technologies while advancing your career in a supportive and forward-thinking company.