Lead IT Solutions Engineer

4 weeks ago


New York, New York, United States Helix Systems Full time
Job Overview

Company Profile:

Helix Systems is a premier IT consulting organization specializing in managed services for small to medium-sized enterprises. With over two decades of experience, we are committed to delivering exceptional IT solutions tailored to our clients' needs.

Our Mission:

We prioritize efficiency through automation, scripting, and thorough documentation. Our goal is to alleviate the stress often associated with IT management, ensuring our clients feel supported and valued. We invest in user-friendly solutions that yield outstanding results. Our daily toolkit includes industry-standard platforms such as Kaseya, Addigy, Freshdesk, Meraki, LogicMonitor, and Huntress.

Role Summary:

The Lead IT Solutions Engineer plays a crucial role in providing advanced support for IT-related inquiries and managing technical support tasks. This position requires exceptional communication and organizational abilities to address a variety of urgent client needs. All interactions with clients are expected to reflect a high standard of customer service. This role may also involve onboarding new clients and conducting onsite visits as necessary.

Key Responsibilities:

  • Address escalated issues from the helpdesk team, offering expert troubleshooting and solutions.
  • Collaborate with end-users to diagnose and resolve issues related to desktop hardware, applications, server systems, and network connectivity.
  • Proactively manage alerts and notifications.
  • Oversee daily ticket management to ensure timely resolution in accordance with service level agreements.
  • Assist in the onboarding process for new clients, including reviewing documentation, installing necessary tools, and creating process documentation.
  • Conduct onsite client visits when required.
  • Deliver exceptional customer service consistently.

Technical Skills Required:

  • Expertise in supporting and troubleshooting Windows 10 and Windows 11 environments.
  • Advanced skills in Windows Server maintenance and support.
  • Proficient in troubleshooting various technical implementations, including Hyper-V.
  • Familiarity with Office365 and GSuite applications.
  • Knowledge of common business SaaS solutions.
  • Strong understanding of Microsoft Office Suite applications.
  • Advanced skills in VPN connectivity troubleshooting and configuration.
  • In-depth knowledge of Active Directory in complex environments.
  • Proficient in network troubleshooting techniques.
  • Familiarity with security software such as Huntress and SentinelOne.

Essential Qualifications:

  • A minimum of 3 years in a similar role or 2 years in a Managed Services environment.
  • A commitment to continuous learning and professional development.
  • A strong focus on customer service.
  • Excellent verbal and written communication skills.
  • A proven ability to thrive in a collaborative team environment.
  • Willingness to participate in an on-call rotation.

What We Offer:

  • Competitive salary with performance-based bonuses.
  • Comprehensive health and dental insurance.
  • Unlimited Paid Time Off policy.
  • A vibrant work culture with intelligent colleagues and generous perks, including snacks, beverages, team outings, and festive celebrations.


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