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 Solution Center Engineer I to join our team.

As a Solution Center Engineer I, you will serve as the primary 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 of incoming requests to the Solution Center via telephone or email, to ensure timely, and effective resolution of end-user issues
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
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
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
Strong proficiency in inventory tracking and asset management to ensure all hardware and software assets are accurately documented and maintained
The capability to implement and manage inventory control systems to monitor and optimize stock levels
Experience with asset lifecycle management, including acquisition, deployment, tracking, and disposal of IT equipment
Ability to conduct regular audits to verify the accuracy of inventory records and identify any discrepancies
Knowledge of best practices for securing and storing IT assets to minimize loss and ensure availability
Effective reporting skills to provide detailed and actionable insights on inventory and asset status to management

Requirements:

2-3 years of related experience, ideally in the Managed IT Services industry
Demonstrated experience supporting macOS in a professional environment, specifically Apple Desktop and Mobile Experience
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

Preferred Additional Skills:

An Associate’s or Bachelor’s Degree in Computer Science/Engineering or related field preferred
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.
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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Solution Center Engineer I