IT EUX Junior Engineer I - Remote US Only

About the role

The EUX Junior Engineer I provides support to all Managed Services contracted clients. This entry-level position is the front line in the Help Desk Call Center, responsible for first-level technological problem determination, problem/incident recording, and problem resolution for issues reported by customers. The role involves providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution, with a focus on end-user account administration tasks.

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Deliver timely communication on ticket status and resolution.
• Answer phone calls received by the call center within the SLA and resolve or escalate issues as needed.
• Acknowledge and work on incoming Help Desk web tickets within the set SLA, resolving or escalating as needed.
• Communicate quickly and effectively with customers within the set SLA.
• Continuously improve technical skills within assigned areas of expertise.
• Continuously improve soft skills to deliver outstanding customer service in a fast-paced environment.
• Maintain regular, predictable, and punctual attendance; occasional work on holidays or weekends may be required.
• Perform other functions as directed by management.

Requirements

• Experience in the Customer Service industry.
• Experience with providing technical assistance over the phone.
• Able to multi-task by working on multiple open tickets simultaneously.
• Experienced in working in a fast-paced environment with multiple priorities and projects.
• Able to investigate, analyze, and troubleshoot customer issues.
• Demonstrates excellent verbal and written communication skills.
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.

Qualifications

• A+ Certification preferred but not required.
• Enrolled in an IT-related class, certification training, or degree program preferred but not required.

Work Environment

• Ability to sit for extended periods.
• Ability to use hands and fingers to operate a computer, telephone, and keyboard.