Description:

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 a Client Field Service Engineer I to join our team. As a Client Field Service Engineer I (Onsite/Dedicated), you, and your team provide primarily onsite client support. 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:

Provide onsite, telephone, email, instant messaging technical support to client end users, across a wide range of technical support areas that include:
Incident and problem management
Troubleshooting
Break-fix
Procure (or ensure procured), install, configure, provision, and troubleshoot hardware, software, licensing, and peripherals; support technology refreshes.
Create, maintain, and rollout up-to-date images for workstation provisioning
End user training and support
Basic network support
Onboarding and offboarding of end users
Other end user support as needed by the client.
Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals, and all processes are functioning as required). Validate with the customer prior to leaving the assignment.
Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems; escalate timely if necessary.
Document ticket information in detail, communicate status, and follow-up on all tickets in a timely manner to ensure tickets do not age and SLAs are met.
Log accurate and detailed notes within the ticketing system.
Serve as technical escalation point of contact for Solution Center Engineers in support of your client.
Achieve high customer satisfaction levels as based on goals set by your manager.
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.
Document and implement procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions.
Communicate with Client Services issues that arise during the normal course of support for client.
Work with the Project Management Office during special project implementations to provide end users with high support levels that align with new or changed service.
Protect client data, ensure appropriate levels of confidentiality, integrity, and availability.
Proactively anticipate, identify, and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution, and ensure implementation. Take the term “customer service” to heart.

Requirements:

Knowledge, Skills, Abilities:

A bachelor’s degree, or equivalent in experience and certifications, from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
Exceptional documentation and communication skills.
Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker.
Knowledge of networking products and their peripherals such as Firewalls, Switches, Wireless Access Points, etc.
Strong understanding of the different types of Desktops, Laptops, Tablets, All-In-Ones and their specifications.
Able to diffuse tense situations. Experience in dealing with people in a highly visible, fast-paced, and sometimes stressful environment. Ability to handle people in varying situations, including when users are frustrated, anxious, or upset.
Technical training in combination with an industry certification may substitute for some or all the education requirements.
Practical experience with an enterprise incident management system.
Practical experience with service management help desk tools.
Certification from CompTIA, Microsoft, or HDI is a plus.
Exceptional Customer Service skills.
Excellent written and verbal communication skills.
Excellent time management and prioritization skills.
Exceptional multitasking skills.
Forward thinking and proactive.

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.

R3 LLC

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Client Field Service Engineer I