IT EUX II Engineer - Remote US Only
The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues.
Key Responsibilities
- Resolve problems reported to the call center by phone or web tickets.
- Provide first-level contact and problem resolution for customer issues.
- Provide timely communication on service ticket status and resolution.
- Assist Level I technicians with escalated issues.
- Update and maintain Help Desk Documentation and knowledgebase articles.
- Review and update Help Desk documentation as assigned.
- Review and create KB articles.
Other functions as directed by management.
- Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
- Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
- Work on tickets escalated by Level I engineers.
- Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
- Quickly and effectively communicate with customers within the SLA timeframe.
- Work with vendor to resolve issues as required.
- Configure/image desktops or laptops as needed.
- Continually update and improve customer network documentation.
- Continuously improve upon technical skills sets within assigned areas of expertise.
- Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.
- Regular, predictable and punctual attendance.
- May occasionally need to work on holidays.
Additional / Non-Essential Responsibilities:
- Research and contribute technical information to the internal knowledgebase.
- Develop expertise with GreenPages products and services to be used when working with customers.
Skills, Knowledge and Expertise
- 3-5+ years Technical Call Center/Help Desk experience
- Comfortable with working on multiple open tickets simultaneously.
- Comfortable with investigating, analyzing and troubleshooting client issues.
- Able to make decisions on service ticket resolution without supervision.
- Provide training to fellow team members and Level I engineers.
- Proficient in at the following:
- Windows Operating systems – Windows, 10-11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
- Intermediate network support:
- Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
Computer hardware support:
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
Security support:
- Basic knowledge of security principals and best practices
- Virus and malware identification and remediation.
- Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)
Printer support:
- Setup/install local, wireless, and network printers
- Troubleshoot hardware printer issues
Mobile device support:
- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
- Install and troubleshoot broadband wireless devices and software.
Active Directory Administration:
- Maintain user accounts in Active Directory
- Security Group creation
- Maintain user accounts for VPN sessions
Security:
- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
- Install and troubleshoot broadband wireless devices and software
- Familiarity with Security Applications (Sophos, Rapid7, etc.)
- Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
- Associates Degre