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:
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.
- An 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.
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.
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