Solution Center Engineer II

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Job description

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.

Your responsibilities will be broad and will include, but are not limited to the following:

• Provide telephone/email technical troubleshooting support to all R3 clients. Our clients require IT support ranging across a variety of categories.
• 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 the following technologies: 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.

Knowledge, Skills, and Abilities:

• 3-5 years of related experience, ideally in the Managed IT Services industry.
• Strong written/verbal communication and customer service skills to consistently maintain a high level of collaboration and interaction with clients and teammates.
• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.
• Ability to independently make decisions that affect clients without always being able to consult with a supervisor.
• The ability to deliver excellence and excel in a fast-paced, occasionally high stress environment.
• The ability to perform a variety of duties, often changing from one task to another quickly.
• A strong attention to detail so work is accurate and complete.
• Available to work flexible hours, which may include night shifts and/or weekends.
• A bachelor's degree in a related field preferred.
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.

Why join our winning team?

• 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.

You understand and acknowledge that R3 may add to, subtract from, or otherwise modify your duties and job title at any time in its sole discretion. As a member of the R3 team, we would ask for your commitment to deliver outstanding quality and results that exceed client expectations. In addition, we expect your personal accountability in all the products, actions, advice and results that you provide as a representative of R3. In return, we are committed to providing you with every opportunity to learn, grow and stretch to the highest level of your ability and potential.

Compensation details: 0 Yearly Salary

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