[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 At R3 everything starts with the customer. It was founded in 2007, and is headquartered in Gaithersburg, Maryland, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship R3 LLC has a track record of offering H1B sponsorships, with 13 in 2025, 46 in 2024, 30 in 2023, 35 in 2022, 51 in 2021, 67 in 2020. Please note that this does not guarantee sponsorship for this specific role.