Technical Support Engineer

Company Overview

Astute Solutions LLC delivers professional IT consulting and custom software development services for clients across diverse industries in the USA. With extensive experience in serving State, Local, Education, and Government entities, the company specializes in fields such as custom software development, cloud services, Esri/GIS, and IT project staffing. Astute Solutions LLC is committed to offering world‑class solutions, ensuring high‑quality services with a team of experienced consultants.

The company serves industries, including IT, public sector, pharmaceutical, financial services, and insurance, and is recognized for its rapid growth and innovative approach.

This is a full‑time on‑site role for a Technical Support Engineer based in Sacramento, CA.

The Technical Support Engineer will be responsible for providing technical assistance to clients, troubleshooting technical issues, and delivering high‑quality customer service. Additional responsibilities include analyzing system performance, resolving technical challenges, and collaborating with various teams to ensure efficient operations and customer satisfaction. The engineer will act as a crucial point of contact for addressing technical support requests and ensuring timely and effective resolutions.

• Provide technical assistance to clients.
• Troubleshoot technical issues.
• Deliver high-quality customer service.
• Analyze system performance.
• Resolve technical challenges.
• Collaborate with various teams to ensure efficient operations and customer satisfaction.
• Act as a crucial point of contact for addressing technical support requests and ensuring timely and effective resolutions.

• Minimum of five (8) years of experience aligning IT systems with organizational business processes, with at least three (5) years in a lead capacity.
• Minimum of seven (7) years of FTE experience in IT support roles, particularly in tier 2 and tier 3 service desk environments.
• Minimum of three (7) years of FTE experience administering Microsoft 365 Services, including:
• User Licensing Management
• Microsoft Teams
• Exchange Online
• Share Point
• One Drive
• Microsoft Bookings
• MDM
• Minimum of seven (7) years of FTE experience in Ticketing Systems, with advanced experience with platforms such as Solar Winds, Samanage, or similar.
• Minimum of seven (7) years of FTE experience in Patch Management, including assessment, scheduling, deployment, and verification of patches across various systems.
• Minimum of seven (7) years of FTE experience in Cloud Security, understanding cloud security principles, secure configurations, IAM, and data protection.
• Minimum of seven (7) years of FTE experience in Prisma Suite, including familiarity with Prisma Cloud, Prisma Access, and other components.
• Minimum of seven (7) years of FTE experience in Networking, with strong knowledge of networking concepts.
• Minimum of seven (7) years of FTE experience in Security Tools such as SIEM systems, threat detection, and incident response.
• Minimum of seven (7) years of FTE experience in Scripting and Automation, proficiency in Python or Bash.
• Minimum of seven (7) years of FTE experience in Compliance and Governance, understanding regulatory compliance requirements and best practices for governance in cloud environments.
• Minimum of seven (7) years of FTE experience in Integration Skills, ability to integrate Prisma solutions with other security tools and platforms, and manage APIs for automation and data exchange.