Solutions Engineer – IT System Administrator
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Job Description
Solutions Engineer supporting SmartDeploy for Windows imaging and deployment, assisting customers with technical challenges and ensuring seamless device management in diverse environments.
Responsibilities:
- Respond to customer support tickets (primarily via email, occasionally via remote sessions) related to Windows imaging, deployment, and device management
- Investigate and troubleshoot deployment failures, connectivity issues, imaging anomalies, and configuration challenges
- Reproduce and escalate bugs to engineering with clear documentation
- Create and maintain technical documentation, KB articles, and usage guides
- Capture and communicate feature requests and product feedback from customers to the Product and Engineering teams
- Collaborate with internal teams to test new features, validate fixes, and improve support processes
Requirements:
- High English proficiency (B2 - C1 minimum)
- 3+ years of hands-on experience as a system administrator, IT technician, or in a similar role managing Windows environments with 300+ endpoints
- Solid understanding of Windows, Active Directory, networking fundamentals, credentials, and Group Policy
- Demonstrated experience with Windows imaging and deployment tools, such as SmartDeploy, SCCM, WDS+MDT, FOG, or Intune, as well as underlying components such as the Windows ADK, WindowsPE, DISM, and the Windows Imaging Format (.wim)
- Understanding of Sysprep, device driver management, WIM/VHD, and hardware-independent image creation
- Exposure to virtualization technologies (Hyper-V, VMware, or VirtualBox)
- Working knowledge of PowerShell for automation and troubleshooting
- Experience with cloud-managed systems (Intune, Azure AD, MDMs)
- Previous experience supporting technical users or working in a customer-facing support environment
- Previous work directly with SmartDeploy or other PDQ products
Benefits:
- “PDQ Friday”: an extra paid day off on the third Friday of each month, in addition to PTO and holidays
- Supplementary private health insurance
- Equity
- Professional development budget to support training, certifications, or learning tools relevant to your role.
- Company-provided laptop, monitor(s), peripherals, and all required remote setup hardware
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