Job Summary

The Technical Solutions Engineer plays a key role in pre-sales activities, new client onboarding, and post-sale technical engagement. This position supports the sales team by providing technical validation during the sales cycle and then transitions to a hands-on role during onboarding, configuration, and support. This individual will also work closely with internal teams on IT projects, systems administration, and escalated ticket resolutions to ensure high-quality service delivery and client satisfaction.

The ideal candidate is both people and process oriented, capable of clearly communicating technical concepts, and willing to get hands-on with systems and infrastructure throughout the customer lifecycle. This is a hybrid role that blends pre-sales support with technical expertise and service delivery.

Essential Job Functions

• Participate in sales calls and on-site meetings as a technical resource to validate managed service offerings and address client infrastructure questions
• Assist with client technical discovery, including environment assessments and documenting key system configurations during onboarding
• Coordinate and support the technical aspects of onboarding new managed services clients, including initial configuration, integrations, and handoffs to operations
• Provide ongoing systems administration and support for client environments, including cloud services, Microsoft 365, backups, networking, and security tools
• Work with internal teams to support and implement client projects, infrastructure upgrades, and service improvements
• Assist in troubleshooting escalated Level 2–3 issues across systems, networks, and applications
• Monitor RMM/NMS alerts and respond according to established SLAs
• Create, maintain, and contribute to internal documentation and knowledge base (SOPs, runbooks, client records)
• Participate in service reviews, QA processes, and technical discussions to enhance team performance and customer satisfaction
• Support improvements to onboarding workflows, project delivery standards, and cross-functional coordination

Knowledge, Skills and Abilities

• Ability to communicate complex technical concepts in clear accessible terms for nontechnical audiences
• Solid understanding of Microsoft 365 (Exchange, Teams, SharePoint, Intune), Windows Server, and Active Directory
• 3-5 years of Azure experience or similar cloud platforms (IaaS, networking, and backup concepts)
• Familiarity with RMM and PSA tools such as ConnectWise, Autotask, or equivalent
• Experience with remote troubleshooting of client networks, workstations, servers, and SaaS platforms
• Working knowledge of firewalls, VPNs, switching, VLANs, and routing (Fortinet and Cisco experience preferred)
• Scripting experience in PowerShell, Bash, or Python is a plus
• Strong organizational and multitasking skills; able to manage multiple clients and onboarding activities simultaneously
• Team-oriented mindset with the ability to work cross-functionally on projects and process improvement initiatives
• Self-motivated and able to work independently with minimal supervision; must thrive in a fast-paced environment

Education and Experience

• 5+ years of experience in an MSP, IT service provider, or technical support environment
• 2+ years of experience in a client-facing technical role, such as Systems Administrator, Pre-Sales Engineer, or Technical Account Manager
• Hands-on experience onboarding or supporting Microsoft 365, cloud infrastructure, networking, and endpoint protection
• Experience participating in IT projects or technical implementations as part of a cross-functional team
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Industry certifications such as CompTIA Network+/Security+, Microsoft Fundamentals, or Azure/AWS Associate-level preferred
• Familiarity with ITIL or structured service delivery frameworks is a plus