[Remote] Solution Center Engineer I

Note: The job is a remote job and is open to candidates in USA. R3 LLC is committed to providing best-in-class IT solutions to its clients. They are seeking a passionate Solution Center Engineer I to serve as the primary helpdesk representative, combining exceptional customer service with strong technical expertise to support clients' missions.

Responsibilities

• Provide first contact support for incoming inquiries to the Solution Center via telephone or ticket
• Handle inbound telephone calls within the contact center for the duration of the shift
• Accurately record both billable and non-billable hours for tasks completed during each shift
• Ensure compliance with first response and resolution SLAs for all tickets
• Effectively communicate, note take, and update tickets as necessary
• Collaborate with fellow engineers to identify solutions to issues presented in tickets and escalate to senior engineers when appropriate
• Provide support to end users for various technologies, including but not limited to: computers, printers, mobile devices, Microsoft 365, as well as basic applications and hardware
• Provide support to technical requests/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
• Other tasks as assigned

Skills

• 1-3 years of related experience, preferably within an MSP environment
• Demonstrated proficiency in soft skills and customer service to consistently maintain high levels of collaboration and interaction with clients and teammates
• Ability to handle challenging situations with difficult or upset clients regularly
• Capability to make independent decisions impacting clients without always consulting a supervisor
• Commitment to delivering excellence and thriving in a fast-paced, occasionally high-stress environment
• Ability to multitask efficiently, often transitioning quickly between tasks
• Meticulous attention to detail to guarantee the accuracy and comprehensiveness of work
• Available to work flexible hours, which may include night shifts and/or weekends
• Basic understanding of networking. E.g., IP addresses, subnets, DHCP, and DNS
• Associate or Bachelor's degree in information technology/system administration or related field preferred
• Preferred technical certifications include CompTIA A+, Network+, Security+, and/or entry-level Microsoft certifications (MS-900, AZ-900, etc)

Benefits

• 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 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.

Company Overview

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