IT EUX II Engineer - Remote US Only

About the role

The EUX Engineer L2 position supports Managed Services contract clients by handling first-level ticket support and serving as the escalation point for more complex issues. This role also 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.

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.
• Answer phone calls entered into the call center by the SLA, resolving or escalating as needed.
• Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines, resolving or escalating as needed.
• Work on tickets escalated by Level I engineers.
• Create tickets and return calls to customers within the timeframe stipulated in the standard SLA.
• Quickly and effectively communicate with customers within the SLA timeframe.
• Work with vendors to resolve issues as required.
• Configure and image desktops or laptops as needed.
• Continually update and improve customer network documentation.
• Continuously improve technical skill sets within assigned areas of expertise.
• Continuously improve 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.
• Research and contribute technical information to the internal knowledgebase.
• Develop expertise with GreenPages products and services to be used when working with customers.

Requirements

• 3-5+ years of Technical Call Center/Help Desk experience.
• Comfortable working on multiple open tickets simultaneously.
• Able to investigate, analyze, and troubleshoot client issues.
• Able to make decisions on service ticket resolution without supervision.
• Provide training to fellow team members and Level I engineers.
• Associate’s Degree in Information Technology or equivalent experience.

Skills

• Proficient in Windows Operating systems (Windows 10-11).
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project).
• M365 and EntraID administration.
• Intermediate network support, including understanding of a domain/corporate IT environment, PC/laptop setup, and troubleshooting steps.
• Basic knowledge of network technologies (LAN, WAN, wireless).
• VPN clients (Cisco, SonicWall, Fortinet, etc.).
• Computer hardware support, including troubleshooting issues with laptops, desktops, and thin clients, USB device support, and other peripherals.
• Basic knowledge of security principles and best practices, virus and malware identification and remediation.
• Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.).
• Printer support, including setup/install of local, wireless, and network printers, and troubleshooting hardware printer issues.
• Mobile device support, including setup and troubleshooting for iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software.
• Active Directory Administration, including maintaining user accounts, security group creation, and VPN session user accounts.
• Familiarity with Security Applications (Sophos, Rapid7, etc.).
• Strong understanding of Spam applications (Defender, Mimecast, Proofpoint).

Qualifications

At least one of the following relevant industry certifications is preferred:

• CompTIA A+
• Network+
• MCDST
• HDI-SCA – HDI Support Center Analyst