Senior Support Engineer

What’s the Opportunity?


This is a chance to become part of a team that values continuous learning, growth and establishing honest relationships that empower you to always be human.

At Solid Systems, we enable every person and business we engage with to perform at their ultimate best.  We deliver leading technology solutions in the most human way possible.

Support Engineer aKa Digital Transformers’ mission is to design, implement and support technology solutions in our client’s businesses in alignment with the Solid way.

You will drive the cultural change in our client’s business by driving adoption of the technology solutions implemented.

What will I be doing?


  • Design solutions for customers from existing templates and solutions sets.
  • Implement digital transformation technologies across all customers and projects.
  • Provide technical assistance for implementations across the digital transformation team.
  • Drive digital adoption at the client’s site
  • Provide support to client to resolve IT queries when required within SLA
  • Assist on the service desk when required.
  • Effective problem management by identifying root cause analysis and problem resolution
  • Formulate best possible solution when faced with a disaster management situation, present to technical lead for approval.
  • Ensure clients are satisfied with the product and value delivered
  • Identify opportunities for developing new projects, processes or templates in line with best practice.
  • Create and maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in real-time.
  • Conduct monthly checks on back-ups at clients

What skills do I need?


  • 5+ years’ proven work experience as a Support Engineer or similar role.
  • Experience with strategic planning, problem solving and supporting Microsoft environments.
  • Experience with Office 365, Active Directory, SQL, Azure and Microsoft Exchange.
  • Experience with installing, maintaining and troubleshooting networks – LAN and wireless networks, firewalls, DHCP, DNS and TCIP
  • Skills to power the next generation of cloud-optimized networks, applications, and web services. Which include virtualization features, networking management, storage capabilities, and more.
  • Good understanding of the ITIL Framework
  • Brilliant with a support ticketing system and experience in beating SLA targets
  • The ability to guide and up-skill team members by sharing knowledge.
  • Strong client-facing and teamwork skills
  • Familiarity with risk management and quality assurance control
  • Hands-on experience with project management tools

However, great support takes more than tech skills, so we also need you to have:


  • Brilliant communication skills with the ability to explain complex topics in easily understood, concise language to our customers. [English]
  • Ambition, eagerness to learn and improve, passion for tech and the future of the technology industry
  • The personality of a Christmas Tree – colorful, pleasant and the ability to make people smile!

Bonus skills & attributes


  • Experience with Autotask or Nable
  • Microsoft Certified Professional – MCSE, MCSA
  • Sophos Certified Engineer
  • Cisco Meraki Solutions Specialist
  • Mimecast certified

Included in your package


We are a well-treated bunch, with awesome benefits! If you missed it check out our perks 

Above all you need to be human. To have self-respect and a respect for others. It’s that simple. It won’t hurt if you have a special skill like licking your elbow or juggling keyboards while working out the square root of -934. We could use some fresh entertainment over lunch