Solutions Engineer II

At Puma, we are seeking a versatile Solutions Engineer to join our team in the greater Ashland/Richmond, VA area. This hybrid position combines on-site client support with technical project work, offering flexibility for remote work while requiring regular office visits for equipment preparation and team collaboration. As a Solutions Engineer, you will deliver comprehensive technical solutions ranging from end-user support to infrastructure deployment, while also managing our equipment staging and deployment processes. 

In this role, you will manage tickets in various queues for clients within your assigned pod, ensuring timely resolution and maintaining high service standards across multiple accounts. You'll serve as a technical resource for small to medium-sized projects, coordinating implementations, upgrades, and rollouts while balancing day-to-day support responsibilities. The position requires flexibility to visit client sites as needed for critical issues, project work, or relationship building, making you a trusted technical advisor for your client portfolio. You'll also be responsible for equipment staging and burn-in processes at our office facility, preparing and testing systems before deployment to ensure quality delivery. 

The ideal candidate will thrive in a dynamic environment where no two days are the same. You'll take ownership of client environments, lead technology initiatives, and ensure that all deployed equipment meets our quality standards before reaching client sites. This role offers the opportunity to work with diverse technologies while building strong relationships with both internal teams and external clients. 

• Provide L1 and L2 technical support for multiple client environments, both remotely and on-site 
• Manage and prioritize ticket queues for assigned client pod, ensuring SLA compliance 
• Serve as a project resource for small to medium-sized implementations and technology rollouts 
• Visit client sites as required for project work, critical issues, or strategic planning sessions 
• Configure, test, and burn in new equipment at our office facility before shipping to client locations 
• Perform quality assurance testing on all hardware, ensuring proper functionality and documentation 
• Prepare deployment packages including equipment, documentation, and configuration guides for client shipments 
• Provision, deploy, and optimize workstations and servers for client environments 
• Manage and maintain client IT infrastructure including networks, servers, and security systems 
• Collaborate with stakeholders to plan and execute technology rollouts and expansion projects 
• Troubleshoot and resolve hardware, software, and network issues across diverse client environments 
• Administer and maintain remote access solutions, virtual environments, and cloud services 
• Implement and manage security solutions including endpoint protection and monitoring 
• Document all configurations, create deployment guides, and maintain technical knowledge base 
• Coordinate equipment logistics including inventory management, shipping, and tracking 
• Support PBX systems, network file systems, and various business applications 
• Participate in project planning and ensure timely completion of deliverables 
• Provide after-hours support on a rotating basis for critical client needs 

• 4+ years of experience in IT engineering, support, or similar technical role 
  
• Experience with hardware deployment, configuration, and testing procedures 
  
• Strong organizational skills for managing equipment inventory and shipping logistics 
  
• Ability to work independently in both office and remote settings 
  
• Excellent documentation skills for creating deployment guides and technical procedures 
  
• Customer service orientation with strong written and verbal communication skills 
  
• Self-motivated with ability to manage multiple projects and priorities 
  
• Experience with Windows/Mac OS, Active Directory, and Microsoft 365 
  
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, routing) 
  
• Familiarity with virtualization platforms (VMware, Hyper-V) and cloud services 
  
• Understanding of security best practices and endpoint management 
  
• Experience with scripting languages (PowerShell, Python) preferred 
  
• Prior MSP or consulting experience highly desirable 
  
• Knowledge of ITIL practices and ticketing systems 
  
• Medical industry experience (EMR, HL7, DICOM) is a plus 
  
• Experience with Intune and conditional access policies preferred 
  
• Valid driver's license and ability to travel to client sites within the region 
  
• Ability to lift and move computer equipment (up to 50 lbs) 
  
• Must be located in or willing to relocate to the Ashland/Richmond, VA area 

• Hybrid position with flexibility for remote work 
• Regular office presence required for equipment preparation and team meetings (typically 2-3 days per week) 
• Occasional travel to client sites within the greater Richmond area 
• Access to fully equipped testing lab and staging area 
• Collaborative team environment with ongoing training opportunities