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: Millesville, Maryland
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 MacOS, 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.
