At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for an experienced Solution Center Engineer to join our team.

As a Solution Center Engineer I, you will serve as an on-site representative of R3 for our clients. This role combines exceptional customer service with strong technical expertise, ensuring alignment with our business objectives while supporting our clients' missions. You will be pivotal in fostering collaboration and delivering tailored solutions that drive success.

Your responsibilities will be broad and will include, but are not limited to the following:

• Provide first-contact support for incoming requests, addressing user concerns empathetically and maintaining a customer-first approach
• Delivery prompt solutions that exceed expectations and ensure exceptional service delivery
• Follow-up on open tickets, keeping the clients informed of any updates to their ticket
• Record, update, and document the service desk incident within the ticketing system
• Prioritize, track, and address user requests with urgency and professionalism, ensuring all tickets are resolved within service legal agreements (SLAs)
• Collaborate with other teammates to identify solutions to client support requests and escalate to more senior team members as needed
• Provide first-tier support to end users for Windows and MAC workstations, printers, mobile devices, Microsoft 365, or basic application and hardware troubleshooting
• Add and/or remove users, reset passwords, and change folder permissions
• Basic understanding of networking. E.g., IP addresses, subnets, DHCP, and DNS
• Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, Microsoft 365, Windows and MAC OS, laptops and desktops, Email security, and Microsoft 365 Applications
• Prioritize and manage multiple tasks, competing deadlines, and use requests while maintaining attention to detail and adaptability

Requirements:

• A few years of related experience, ideally in the Managed IT Services industry
• Strong writing, speaking, and listening skills--able to explain complex issues to diverse audiences
• Strong customer service skills--able to develop positive relationships with users and colleagues
• 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
• Strong attention to detail 
• An associate or bachelor’s degree in computer science/engineering or related field preferred
• Proven experience providing support in areas including Office 365 administration, network printing, system imaging, AV support, and virtual meeting platforms such as Zoom
• Experience or familiarity with tools such as Zendesk, OKTA (Single Sign-On), Mimecast, Mosyle, Box, Manage Engine, and Neat Equipment is a plus
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• 9 company holidays observed, plus 2 floating holidays.
• Opportunity to give back to our community with (paid) volunteer time off.
• We offer many remote opportunities, allowing you to work wherever you want. 
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow. 
• The opportunity to be a part of an amazing team. 

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.