Job Description

We’re seeking a senior-level Solutions Engineer to serve as a high-level escalation and technical authority across client environments. This role focuses on advanced troubleshooting, architectural guidance, and solution validation — not day-to-day break/fix work or project execution.

You’ll be the escalation anchor our team turns to when problems are complex, environments are nuanced, and the solution needs careful thought.

**Key Responsibilities

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*Advanced Technical Support & Escalation

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Serve as a Tier 3 escalation point for complex technical issues across client environments

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Resolve advanced infrastructure, network, and systems issues with minimal oversight

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Maintain clear communication with internal teams and clients while meeting SLA expectations

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Set the technical standard for problem diagnosis, resolution, and documentation

*Solution Design & Technical Guidance

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Design and recommend scalable, secure infrastructure and network solutions

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Evaluate existing client environments and identify gaps in performance, availability, and security

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Provide architectural guidance and validation without being responsible for project execution

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Support design decisions related to LAN, WAN, VPN, wireless, and cloud connectivity

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Microsoft 365, Azure, and cloud services

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Network security and firewall platforms

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Routing, switching, wireless, and VPN technologies

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Backup, disaster recovery, and business continuity solutions

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Apply deep knowledge of DNS, IP routing, QoS, IPsec, and VoIP

*Documentation & Knowledge Sharing

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Maintain accurate system documentation and configuration standards

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Contribute to internal knowledge bases and technical procedures

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Share expertise and mentor engineers to elevate overall technical capability

**Required Qualifications

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5+ years of experience in a client-facing IT role (MSP experience strongly preferred)

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Advanced expertise in network infrastructure, systems administration, and cloud platforms

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Proven experience in escalation-based or Tier 3 technical support roles

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Strong troubleshooting skills across complex, multi-client environments

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Ability to translate technical complexity into clear, plain-language communication

You should be proficient in:

• Bachelor's Degree
• MSP