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Solution Center Engineer II

2 months ago

Newport News, Virginia, United States R3 LLC Full time
Job Summary

We are seeking a highly skilled Solution Center Engineer II to join our team at R3 LLC. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical expertise to our clients.

Key Responsibilities
  • Provide timely and effective technical support to clients via phone, email, and other communication channels.
  • Perform advanced troubleshooting and problem-solving to resolve complex technical issues related to hardware, software, and network infrastructure.
  • Collaborate with clients to identify and resolve technical issues, and provide regular updates on ticket status.
  • Log accurate and detailed notes in our ticketing system to ensure seamless communication and knowledge sharing.
  • 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 and compliance.
Requirements
  • 3-5 years of related experience in the Managed IT Services industry.
  • Strong written and verbal communication skills, with the ability to maintain a high level of collaboration and interaction with clients and teammates.
  • Ability to diffuse potentially difficult situations with clients and provide excellent customer service.
  • Ability to make independent decisions that affect clients without always consulting a supervisor.
  • Strong attention to detail and ability to work in a fast-paced, occasionally high-stress environment.
  • Available 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.
Why R3 LLC?
  • Competitive wages and comprehensive benefits package.
  • Opportunities for professional growth and development.
  • Flexible work arrangements and remote work options.
  • Commitment to creating a positive impact on society and contributing to a better world.
  • Reshaping the industry and the way it thinks about technology and service.