R3 LLC ยท 1 day ago
Solution Center Engineer I
Frederick, MD
Full-time
Hybrid
Entry Level
$60K/yr - $70K/yr
1+ years expR3 LLC is committed to providing best-in-class IT solutions and is seeking a talented Solution Center Engineer I to join their team. This role serves as the primary helpdesk representative, combining exceptional customer service with technical expertise to support clients' missions and business objectives.
ConsultingNetwork SecurityProfessional Services
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
Qualification
Required
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
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
Preferred
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.
Training incentives and bonuses to help you and your career grow.
Company
R3 LLC
At R3 everything starts with the customer.
51-200 employees
H1B Sponsorship
R3 LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (46)
2023 (30)
2022 (35)
2021 (51)
2020 (67)
Funding
Current Stage
Growth StageLeadership Team
Kyle McNaney
Chief Technology Officer
Recent News
2025-12-18
SNS Insider pvt ltd
2025-06-30
Company data provided by crunchbase