Solution Center Engineer II

R3 LLC • Frederick, MD

312d

About The Position

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 an experienced, customer-focused Solution Center Engineer to join our team. As a Solution Center Engineer II, you, and your team of are the face of R3 to our clients. You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client’s mission.

Requirements

• 3-5 years of related experience, ideally in the Managed IT Services industry.
• Strong written/verbal communication and customer service skills.
• Ability to diffuse potentially difficult situations with angry or unpleasant clients.
• Ability to independently make decisions that affect clients.
• Ability to deliver excellence and excel in a fast-paced, occasionally high stress environment.
• Ability to perform a variety of duties, often changing from one task to another quickly.
• Strong attention to detail.
• Available to work flexible hours, which may include night shifts and/or weekends.
• Bachelor’s degree in a related field preferred.

Nice To Haves

• CompTIA A+ certification.
• Network+ certification.
• Security+ certification.
• Microsoft 365 certification.
• Apple Certified Associate certification.
• Apple Certified Support Professional certification.

Responsibilities

• Provide telephone/email technical troubleshooting support to all R3 clients.
• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets.
• Log accurate and detailed notes within the ticketing system.
• Serve as technical escalation point of contact for Level 1 Solution Center Engineers.
• Configure and troubleshoot issues related to Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
• Regularly update client documentation to ensure consistent accuracy.

Benefits

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) with company match.
• Flexible time off policies.
• 9 company holidays observed, plus 2 floating holidays.
• Paid volunteer time off.
• Remote opportunities available.
• Training incentives and bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree