Solution Center Engineer II — Onsite IT Support (3x/Week)

R3 LLC; Frederick (MD); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental, and vision insurance

401(k) with company match

Flexible time off

Job summary

R3 LLC is seeking a talented Solution Center Engineer II to join our Frederick team. You will serve as a primary point of contact for clients, delivering timely, accurate, and professional technical support across various technologies.

You’ll resolve increasingly complex issues with greater independence, while mentoring junior engineers and improving processes. The role requires an onsite presence at our Frederick office three days per week, with one in-office day to be determined; occasional

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

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
• Troubleshoot and resolve basic technical issues using established tools and processes
• Collaborate with fellow engineers to identify solutions and escalated 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: 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

Skills

Customer-focused communication

Troubleshooting

Windows OS

macOS OS

Microsoft 365

Active Directory

Google Workspace

Google Admin console

Process adherence

Ticket ownership

On-call readiness

Team collaboration

Education

Associate or bachelor’s degree in information technology or related field preferred, or equivalent experience

Tools

Jamf

Job description

R3 LLC is seeking a talented Solution Center Engineer II to join our Frederick team. You will serve as a primary point of contact for clients, delivering timely, accurate, and professional technical support across various technologies.

You’ll resolve increasingly complex issues with greater independence, while mentoring junior engineers and improving processes. The role requires an onsite presence at our Frederick office three days per week, with one in-office day to be determined; occasional