Technical Support Representative

As a Solution Center Engineer II, you, and your team of are the face of R3 to our clients. 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:

Location: Millesville, Maryland

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

• Provide telephone/email technical troubleshooting support to all R3 clients. Our clients require IT support ranging across a variety of categories.
• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets.
• Log accurate and detailed notes within the ticketing system.
• Serve as technical escalation point of contact for Level 1 Solution Center Engineers.
• Configure and troubleshoot issues related to the following technologies: Windows Server, Active Directory, Windows and MacOS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
• Regularly update client documentation to ensure consistent accuracy.

Knowledge, Skills, and Abilities:

• 3-5 years of related experience, ideally in the Managed IT Services industry.
• 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 regularly.
• 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.
• A bachelor’s degree in a related field is preferred.
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.