Solution Center Engineer II

1 week ago


Arlington, Virginia, United States R3 LLC Full time
Job Title: Solution Center Engineer II

As a key member of the R3 team, you will be the face of our company to our clients, providing exceptional technical support and service delivery. This role requires a high level of customer-centric focus, blended with technical expertise, to align our services with our clients' mission.

Responsibilities:
  • Provide technical troubleshooting support to R3 clients via telephone and email, addressing a wide range of IT-related issues.
  • Perform advanced troubleshooting steps to resolve complex technical issues related to hardware and software problems.
  • Follow up on open tickets, keeping clients informed of any updates and ensuring timely resolution.
  • Log accurate and detailed notes within the ticketing system.
  • Serve as a 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.
Requirements:
  • 3-5 years of related experience, preferably in the Managed IT Services industry.
  • Strong written and verbal communication skills, with a focus on customer service and collaboration.
  • Ability to diffuse potentially difficult situations with clients, maintaining a professional demeanor.
  • Independence in making decisions that affect clients, with minimal supervision.
  • Ability to work in a fast-paced, occasionally high-stress environment, delivering excellence and exceeding client expectations.
  • Strong attention to detail, ensuring accurate and complete work.
  • Availability to work flexible hours, including night shifts and weekends.
  • 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.

R3 LLC is committed to providing a supportive and dynamic work environment, where you can grow and develop your skills. As a member of our team, you will have the opportunity to learn, grow, and contribute to our mission of delivering exceptional technical support and service delivery to our clients.



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