IT Support Technician

SolvdUS, Inc. is hiring an onsite IT Support Technician in Lenexa, Kansas to deliver Tier 1–3 technical support and drive issue resolution across North America.

Responsibilities

• Provide Tier 1–3 technical support to customers and internal users across North America
• Monitor, troubleshoot, and resolve issues across applications, systems, connectivity, and integrations
• Investigate incidents by reviewing logs, error messages, system behavior, and other technical details
• Reproduce problems when needed and document findings and troubleshooting steps
• Manage support tickets through resolution while maintaining appropriate customer and stakeholder communication
• Escalate complex or product-related issues to Engineering, Development, Infrastructure, or relevant teams
• Partner with Engineering and Product to identify recurring issues and contribute toward permanent fixes
• Support application deployments, configuration changes, upgrades, and issue troubleshooting
• Spot trends in support incidents and recommend improvements to products, processes, and documentation
• Create and maintain technical documentation, knowledge-base articles, troubleshooting guides, and SOPs
• Participate in testing and validation of fixes, patches, and new functionality
• Provide timely updates during service incidents, assist with resolution, and support follow-up activities
• Maintain a strong understanding of supported applications, infrastructure, integrations, and customer environments

Requirements

• 3+ years of experience in technical support, application support, systems administration, or a similar role
• Strong troubleshooting and problem-solving skills
• Experience supporting business applications in production
• Experience working with Windows-based systems and common enterprise technologies
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPNs, and firewalls
• Ability to troubleshoot application errors, connectivity, authentication, and system integrations
• Experience reading and interpreting application and system logs
• Experience using a ticketing or IT service management system
• Strong written and verbal communication skills
• Ability to prioritize multiple issues based on business impact and urgency
• Ability to work independently and collaborate effectively with Engineering and other technical teams
• Willingness to work a scheduled shift within the 7:00 AM–7:00 PM Central Time support window

Technologies

• Windows
• TCP/IP, DNS, DHCP, VPNs, firewalls
• REST APIs, web services, JSON, XML
• SQL
• AWS, Microsoft Azure
• SSO, SAML, OAuth, OpenID Connect
• PowerShell, Python
• ITIL

Benefits

• Comprehensive benefits, including health, dental, vision, and more
• 401(k) plan options
• Paid time off, sick time, and paid holidays
• Opportunity to grow with a dynamic, innovative team in a startup-like culture

Preferred Qualifications

• Experience supporting SaaS or enterprise applications
• Experience with REST APIs, web services, JSON, XML, or other system integrations
• Familiarity with SQL and performing basic database queries
• Experience with cloud platforms such as AWS or Microsoft Azure
• Experience with authentication technologies such as SSO, SAML, OAuth, or OpenID Connect
• Familiarity with monitoring and logging platforms
• Experience with scripting or automation using PowerShell, Python, or similar technologies
• ITIL or other IT service management experience
• Experience in a cybersecurity-conscious environment
• Experience supporting geographically distributed customers or users

Location: Lenexa, KS (onsite)

Compensation: USD 45,000 - 50,000 per year