Solutions Engineer

simpleroute Solutions Engineers play a pivotal role in transforming our clients IT environments through the designing and implementing of solutions that are both technically sound and aligned with client s business objectives. This role requires a balance of technical expertise, strategic thinking, and a deep understanding of how simpleroute provides services to its clients. Successfully completed implementation work will increase the stability of our client s environments and is integral to simpleroute s success.

As a Solutions Engineer, you will assess technical solutions for projects that meet client requests or are required change to keep up with technology standards. Along with the technical implementation you will be managing the project including scoping, client communications, and keeping to the timeline and scope agreed upon for the project.

Another key function of a Solutions Engineer is handling high level support escalations.

Lastly, on occasion there may be a need to do some work on simpleroute s internal infrastructure.

Being empathetic, confident, and thorough in your efforts through these interactions will leave some of the largest impressions on our clients and convey to them our ability to properly guide them to sound decision making.

Responsibilities

• Solution Design: Develop comprehensive solution architectures that address client requirements and align with simpleroute s technical standards. Ensure that the designed solutions can be integrated smoothly within the existing IT landscape and support future growth and scalability.

• Risk Management: Identify and mitigate potential risks associated with solution designs and implementations.

• Solution Implementation: Deploy the aforementioned solutions to client environments with technical accuracy and an understanding of the impact this work will have on the client s day-to-day.

• Support Escalations: Assist in solving advanced support ticket issues as the highest tier of our escalation process.

• Project Management: From conception to completion ensure the implementation of solutions, ensuring they are delivered on time, within scope, and to budget.

• Technical Leadership: Provide technical guidance throughout the company, offering advice in line with technical standards and company guidelines.

• Time Capture: Consistently enter 100% of your time at work in our Professional Services Automation software. This allows us to better understand the impact clients have on our day to day.

• Client Collaboration: Work closely with clients to understand their support needs and provide solutions that align with their business goals wherever possible. Train customers to effectively use their products and services. Maintain a customer-first approach, ensuring all technical inquiries are addressed with professionalism and empathy.

• Team Collaboration: Collaborate with other departments to ensure a cohesive approach to client support and service delivery as well as engage in our support escalation process.

• Continuous Learning: Stay updated on the latest technologies and industry trends to provide informed support and recommendations.

• Documentation: Maintain detailed documentation of all support activities, issues resolved, and procedures followed. Also identify and improve upon existing process documentation to assist other staff in following similar steps in the future.

• Automation Identification: Identify needs within the company to automate routine tasks you are working on and in some cases develop them yourself.

• Process Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the support team.

• Other tasks as assigned by management.

Requirements

Candidates should demonstrate knowledge of systems, software and architecture in business environments and be adept at handling complex issues. Prior MSP experience is highly preferred but not required. The right candidate will showcase a wide array of technical talents allowing them to handle a wide array of issues.

Potential applicants will occasionally be required to go on-site for support issues. In addition, on-call duties may require an on-site presence on rare occasion. As a result, reliable transportation is required for this position.

As with all our positions, a personal background check is required prior to employment.

Among other criteria, the below requirements will be evaluated in accessing applicants:

Strong reasoning and troubleshooting skills

Wide array of technical knowledge sufficient to perform the noted responsibilities

Excellent verbal and written communication skills

An ability to break apart complex tasks so they are easy to understand for clients

Strong customer service skills

Excellent analytical and problem-solving skills

Time management skills

Additional Nice To Haves :

WatchGuard experience

VMware Horizon View experience

Knowledge of deeper network technologies such as BGP and OSPF

About simpleroute

Started in 2009, simpleroute is one of Vermont s leading managed services firms with the sole aim to provide the best support possible for end-users. We do this through getting to know our clients, anticipating and meeting their needs and strong adherence to technical process and documentation standards. We offer a challenging yet fun atmosphere and provide ample opportunity for employees to grow both through education and project-based learning.

Simpleroute offers several benefits including:

8 paid holidays

Up to 4-weeks Vacation PTO with seniority

5 Sick days PTO

One paid day of VTO (Volunteer Time Off)

401k program with up to 4% match, eligible immediately

Health, dental and vision programs, eligible immediately

Education opportunities and approved certification reimbursement

Fully paid gym membership

Flexible and fun work environment

Annual Reviews, Career Development, and bonus incentives tied to achievable goals

Interested Candidates

Please send a resume, cover letter and tell us how you can help us provide the best IT services possible.