Solution Center Engineer II

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 II to join our team.

As a Solution Center Engineer II, you serve as a primary point of contact for clients, delivering timely, accurate, and professional technical support across a range of technologies. Building on foundational skills, you resolve more complex issues with greater independence while maintaining a strong focus on customer experience. In this role, you take increased ownership of incident resolution, including advanced troubleshooting, root cause analysis, and escalation support. You play a key role in meeting service-level commitments, collaborating with internal teams, and ensuring consistent client operations. You also contribute to team growth by mentoring junior engineers, enhancing documentation, and identifying opportunities to improve processes and service delivery. This role represents a continued step forward in technical depth, ownership, and client responsibility.

This role requires an onsite presence at our Frederick office three (3) days per week. Wednesday is a mandatory in-office day, with the second onsite day to be determined based on team needs. Occasional travel to client locations within the DMV area may be required, though it is not frequent. 

Responsibilities:

• Handle inbound calls within the contact center for the duration of assigned shifts
• Participate in an on-call rotation to support clients outside of standard business hours
• Provide support during evenings or weekends as required by business or client needs
• Document, update, and maintain support tickets with clear and accurate notes
• Accurately track and record billable and non-billable time
• Meet established first response and resolution service level agreements (SLAs)
• Provide end-user support for laptops, desktops, printers, mobile devices, Microsoft 365, and basic applications
• Troubleshoot and resolve basic technical issues using established tools and processes
• Collaborate with fellow engineers to identify solutions and escalate issues when appropriate
• Follow internal procedures, security standards, and best practices
• Complete additional tasks and responsibilities as assigned
• May require on-site work at client locations as needed

Tier II Responsibilities:

• Resolve intermediate to advanced technical issues with minimal supervision
• Act as an escalation resource for Level I engineers
• Participate in on-call rotations with increased responsibility for resolution
• Provide after-hours and weekend support for higher-complexity incidents
• Create, update, and maintain client and internal technical documentation
• Identify recurring issues and recommend improvements or permanent solutions
• Communicate proactively with clients regarding issue status and timelines
• Assist with onboarding new clients, users, and systems

Qualifications:

• 3–5 years of relevant technical or helpdesk experience, preferably in an MSP environment
• Strong customer service and communication skills with technical and non-technical users
• Demonstrated ability to independently troubleshoot and resolve intermediate technical issues
• Experience supporting on-call rotations and after-hours client environments
• Intermediate understanding of networking concepts including IP addressing, DHCP, and DNS
• Experience creating and maintaining technical documentation and standard operating procedures
• Ability to manage multiple tasks, shift priorities, and work effectively in a fast-paced environment
• Strong attention to detail and commitment to accurate, high-quality work
• Willingness and ability to participate in on-call rotations and weekend support
• Ability to professionally handle challenging or escalated client interactions
• Associate or bachelor’s degree in information technology or related field preferred, or equivalent experience

Skills:

• Strong customer-focused communication and interpersonal skills
• Intermediate troubleshooting and diagnostic capabilities
• Working knowledge of Windows and macOS operating systems
• Proficiency with Microsoft 365 applications and services
• Practical experience with Active Directory user and device management
• Experience administering Google Workspace
• Strong hands-on knowledge of Gmail, Drive, Calendar, Meet, Groups, Shared Drives, and Google Admin console
• Ability to follow documented processes while exercising sound judgment
• Strong time management, organization, and prioritization skills
• Increased ownership of ticket outcomes and client satisfaction
• Confidence working independently during on-call or after-hours support windows
• Effective collaboration across teams and shifts

Preferred Skills:

• Experience with Jamf
• Associate Google Workspace Administrator Certification

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.

The salary range for this position is $65,000 -$80,000/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.