Resolve Tech Solutions

Solutions Engineer

• Collaborate with customers to gather technical requirements and translate them into effective solution designs
• Design and deliver complete solutions for small-to-medium projects or contribute to larger enterprise solutions
• Apply systems and architecture design fundamentals to ensure solutions are scalable, secure, and aligned with RTS best practices
• Collaborate with senior Solutions Architects and internal teams (sales, delivery, engineering, operations, support) to drive successful project outcomes
• Support evaluation and recommendation of technology platforms, tools, and frameworks that optimize performance and security
• Troubleshoot and resolve solution-related issues, escalating complex problems as needed
• Communicate technical concepts clearly in both written and verbal formats to technical audiences and stakeholders
• Participate in knowledge sharing, documentation, and process improvement initiatives within the Solutions Architecture team
• Stay current with industry trends, emerging technologies, and architectural best practices to enhance solution quality and innovation

Solutions Architect

Support Engineer

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
• Maintain clear, professional communication with end users throughout the support process.

L1 Support Engineer

• Troubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms.
• Receive, prioritize, and manage support ticket workflows in the ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts.
• Document solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume.
• Participate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence.
• Partner with Tier 1 Technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving the overall team's efficiency.
• Identify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information.
• Support on-site and remote workforce environments, ensuring seamless user experience across hybrid, multi-site, and distributed operating models.

Solutions Architect

L1 Support Engineer

L2 Support Engineer