Solutions Engineer II

At Puma, we are seeking a dedicated and experienced Solutions Engineer to join our team as an on-site technical resource. In this client-facing role, you will take extreme ownership of the IT environment, providing exceptional L1 and L2 support while ensuring seamless daily operations. You will be the primary technical point of contact, building strong relationships with stakeholders to execute expansions, rollouts, and deliver responsive day-to-day support that keeps critical systems running smoothly. 

As a Solutions Engineer, you will troubleshoot and resolve end-user issues, maintain infrastructure stability, and proactively identify opportunities for improvement. You'll manage everything from desktop support to server administration, network troubleshooting, and security incident response. This role requires someone who thrives in a hands-on environment, takes pride in rapid issue resolution, and understands that exceptional client service means being both technically proficient and highly responsive. 

This position requires a service-minded professional who combines technical expertise with outstanding client interaction skills. You'll be embedded within the client environment, taking full ownership of their IT operations while collaborating with stakeholders to plan and execute technology initiatives. This is a full-time, on-site role requiring residence in the general Savannah, GA area. 

• Provide comprehensive L1 and L2 support for end users, serving as the first line of defense for all technical issues 
• Take extreme ownership of the client environment, proactively monitoring systems and addressing issues before they impact users 
• Partner with stakeholders to coordinate and execute technology rollouts, expansions, and infrastructure improvements 
• Deliver responsive daily support including workstation provisioning, user account management, and troubleshooting 
• Maintain and optimize servers, workstations, and network infrastructure to ensure peak performance 
• Manage help desk tickets, prioritize issues, and ensure timely resolution while maintaining clear communication with users 
• Troubleshoot and resolve hardware, software, network, and performance issues across all systems 
• Administer PBX systems including call center operations, queue management, and user permissions 
• Monitor and respond to security alerts, manage endpoint protection, and maintain security compliance 
• Support remote access solutions including VPN, terminal services, and virtual desktop environments 
• Document all support activities, maintain knowledge base articles, and create user-facing documentation 
• Coordinate with engineering teams for escalations while maintaining ownership of issue resolution 
• Conduct regular system health checks and preventive maintenance to minimize downtime 

• 4+ years in a technical support or service desk engineer role 
• MSP experience in service delivery or client support preferred 
• Customer service mindset with ability to translate technical concepts for non-technical users 
• Excellent communication skills for direct client interaction and stakeholder meetings 
• Strong documentation skills and attention to detail 
• Self-motivated with ability to work independently while maintaining team collaboration 
• Proven problem-solving abilities with a methodical approach to troubleshooting 
• Experience with ticketing systems and ITIL service management principles 
• Working knowledge of Windows/Mac OS, Active Directory, and Office 365 
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VLANs) 
• Experience with virtualization platforms and server administration 
• Familiarity with endpoint management and security tools 
• Medical industry experience (HL7, DICOM, EMR systems) highly desirable 
• Intune and conditional access policy experience preferred 
• Ability to manage multiple priorities in a fast-paced environment 
• Willingness to take ownership and see issues through to resolution
• Ability to travel to client locations as needed