Solution Center Engineer I​/Help Desk

Overview

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 talented Solution Center Engineer I/Help Desk I to join our team.

• 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

• 1-3 years of related experience, preferably within an MSP environment
• Associate or Bachelor’s degree in information technology/system administration or related field preferred
• 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
• Preferred technical certifications include CompTIA A+, Network+, Security+, and/or entry-level Microsoft certifications (MS-900, AZ-900, etc)

• Strong customer service and interpersonal communication skills
• Ability to handle challenging or upset clients calmly and professionally
• Capable of making sound, independent decisions without constant supervision
• Comfortable working in fast-paced, high-pressure environments
• Effective multitasking and time management skills
• High attention to detail to ensure accuracy in documentation and issue resolution
• Team-oriented mindset with a collaborative approach to problem-solving

• 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 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.

The salary range for this position is $60,000 -$70,000/year. The base salary range for this position is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation that may be offered as part of the total compensation package.

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.