Solution Center Engineer I

R3 LLC-posted just now

$60,000 - $70,000/Yr

Full-time • Entry Level

Remote • Bethesda, MD

101-250 employees

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At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented Solution Center Engineer I to join our team. As a Solution Center Engineer I, you will serve as the primary helpdesk representative of R3 for our clients. This role combines exceptional customer service with strong technical expertise, ensuring alignment with our business objectives while supporting our clients' missions. You will be pivotal in fostering collaboration and delivering tailored solutions that drive success. While this role is primarily remote, there may be occasional requirements to work onsite based on business needs.

Provide first contact support for incoming inquiries to the Solution Center via telephone or ticket
Handle inbound telephone calls within the contact center for the duration of the shift
Accurately record both billable and non-billable hours for tasks completed during each shift
Ensure compliance with first response and resolution SLAs for all tickets
Effectively communicate, note take, and update tickets as necessary
Collaborate with fellow engineers to identify solutions to issues presented in tickets and escalate to senior engineers when appropriate
Provide support to end users for various technologies, including but not limited to: computers, printers, mobile devices, Microsoft 365, as well as basic applications and hardware
Provide support to technical requests/issues utilizing the latest versions of the following technologies: Active Directory, Microsoft 365, Windows and MAC OS, laptops and desktops, Email security, and Microsoft 365 Applications
Other tasks as assigned

1-3 years of related experience, preferably within an MSP environment
Associate or Bachelor's degree in information technology/system administration or related field preferred
Demonstrated proficiency in soft skills and customer service to consistently maintain high levels of collaboration and interaction with clients and teammates
Ability to handle challenging situations with difficult or upset clients regularly
Capability to make independent decisions impacting clients without always consulting a supervisor
Commitment to delivering excellence and thriving in a fast-paced, occasionally high-stress environment
Ability to multitask efficiently, often transitioning quickly between tasks
Meticulous attention to detail to guarantee the accuracy and comprehensiveness of work
Available to work flexible hours, which may include night shifts and/or weekends
Basic understanding of networking. E.g., IP addresses, subnets, DHCP, and DNS
Associate or bachelor's degree in information technology/system administration or related field preferred
Strong customer service and interpersonal communication skills
Ability to handle challenging or upset clients calmly and professionally
Capable of making sound, independent decisions without constant supervision
Comfortable working in fast-paced, high-pressure environments
Effective multitasking and time management skills
High attention to detail to ensure accuracy in documentation and issue resolution
Team-oriented mindset with a collaborative approach to problem-solving

Preferred technical certifications include CompTIA A+, Network+, Security+, and/or entry-level Microsoft certifications (MS-900, AZ-900, etc)

Competitive wages to reflect your experience and skills.
Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
401(k) with company match to help you plan for the future.
Flexible time off policies to ensure you maintain a healthy work-life balance.
We offer many remote opportunities, allowing you to work wherever you want.
We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
We are reshaping the industry and the way it thinks about technology and service.
We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
The opportunity to be a part of an amazing team.

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