Technical Support Engineer

2 weeks ago


Washington, United States Moksh Tech Full time

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.

Responsibilities and Duties:


Location: McLean, VA


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 regularly.
  • 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 is preferred.
  • Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.



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