Client Field Services Engineer III /Help Desk III

Description

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 Client Field Services Engineer III/Help Desk III to join our team. 

As a Client Field Engineer III/Help Desk III, you are R3’s senior escalation and technical leader onsite for your client. You provide advanced support for complex IT issues, lead large-scale deployments and refresh projects, and proactively identify long-term solutions to recurring problems. You set the standard for professionalism and client-focused service, mentor and guide junior engineers, and drive operational improvements to ensure an outstanding client experience. 

This role requires onsite presence at the client’s location, 8 hours per day, 5 days per week, and participation in an on-call rotation as needed. 

Responsibilities: 

• Respond to client requests and issues via ticketing system and phone, meeting SLA and CSAT targets 
• Prioritize tickets based on urgency and criticality 
• Escalate tickets as needed for broader network or system issues 
• Support end-user software applications, including configuration and usage guidance 
• Assist with onboarding and orientation of new users 
• Travel onsite to client location to provide end-user support 
• Setup, configure, and maintain IT equipment, including printers, computers, AV equipment, peripherals, mobile devices, and tablets 
• Maintain inventory and working logs for routine maintenance 
• Troubleshoot and repair desktop computers and laptops 
• Work hands-on with AV and conference room equipment 
• Image and re-image workstations as needed 
• Provide remote hands for senior staff in equipment access, migrations, or testing 
• Document processes, create visual guides, and maintain ticket records accurately 
• Follow IT best practices and procedures to recognize, analyze, and solve problems efficiently 

Tier III Responsibilities: 

• Serve as senior escalation point for critical client issues 
• Lead large-scale deployments, refreshes, and on-site projects 
• Analyze trends and recurring issues to implement permanent, client-focused solutions 
• Lead knowledge-sharing, process improvement, and documentation initiatives 
• Mentor and coach junior and mid-level Client Field Engineers 
• Collaborate with leadership to improve service delivery and client satisfaction 
• Ensure compliance with SLAs, ITIL best practices, and client contractual obligations 
• Model professional, client-focused behavior for all team members 

Requirements

Qualifications: 

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience  
• 6–8+ years of client-facing IT support or field services experience, including escalation responsibilities 
• Advanced knowledge of endpoints, networking, cloud solutions, and IT security best practices 
• Strong experience with Windows, Mac OS, Microsoft 365, Azure, Intune, and endpoint devices 
• Experience with enterprise incident management systems, helpdesk tools, and ITIL-aligned processes 
• Proven experience mentoring or leading junior and mid-level engineers 
• Ability to manage escalations and high-impact client situations while maintaining professionalism and client satisfaction 
• Comfortable leading deployments, refreshes, and large-scale client projects 
• Ability to work onsite full-time at client location and participate in on-call rotation, including after-hours or weekend support as needed 
• Demonstrated ability to follow IT best practices and procedures while delivering excellent client service 
• Required/Preferred certifications include CompTIA A+, Network+, Security+, Microsoft 365/Azure (AZ-104), HDI, ITIL Foundations, MCSA, or equivalent 

Skills: 

• Senior-level troubleshooting, root cause analysis, and proactive problem prevention 
• Leadership in client-facing environments and cross-team coordination 
• Ability to mentor and guide junior and mid-level engineers 
• Strong client-facing communication and relationship management 
• Strategic problem-solving and initiative for service improvement 
• Ability to manage multiple high-priority assignments across clients 
• Commitment to consistently delivering exceptional client experiences 
• Advanced verbal and written communication 
• Organizational, documentation, and process improvement skills 
• Effective collaboration across technical and business teams 
• Customer-focused and professional demeanor 
• Problem-solving and analytical abilities 
• Time management and multitasking proficiency 
• Adaptability to changing priorities and evolving technologies 

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 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 $90,000 -$100,000/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.