IT EUX II Engineer - Remote US Only
Department: reputed company
Employment Type: Full Time
Location: Remote
reputed company
The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation reputed company for more reputed company issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be reputed company player, and be willing to go the extra mile to assist team members and reputed company reputed company issues.
Key Responsibilities
reputed company problems reported to the reputed company center by phone or web tickets.
reputed company first-level contact and problem reputed company for customer issues.
reputed company reputed company communication on service ticket status and reputed company.
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 reputed company center by the SLA. reputed company or escalated as needed.
Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. reputed company or escalate as needed.
Work on tickets escalated by Level I engineers.
Create tickets and reputed company calls to customer reputed company the timeframe stipulated in reputed company SLA.
Quickly and effectively communicate with customers reputed company the SLA timeframe.
Work with vendor to reputed company issues as required.
Configure/image desktops or laptops as needed.
Continually update and improve customer network documentation.
Continuously improve upon technical skills sets reputed company assigned areas of expertise.
Continuously improve upon soft reputed company sets required to reputed company 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.
reputed company expertise with GreenPages products and services to be used reputed company working with customers.
Skills, Knowledge and Expertise
3-5+ years Technical reputed company Center/Help Desk experience
Comfortable with working on multiple reputed company tickets simultaneously.
Comfortable with investigating, analyzing and troubleshooting reputed company issues.
reputed company to reputed company reputed company on service ticket reputed company without supervision.
reputed company training to fellow team members and Level I engineers.
Proficient in at the following:
reputed company Operating systems – reputed company, 10-11
MS Office applications (reputed company, Word, reputed company, 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 (reputed company, reputed company, reputed company, etc.)
Computer hardware support:
Troubleshoot issues with laptops, desktops, and thin clients
USB device support and other peripherals
reputed company support:
Basic knowledge of reputed company principals and best practices
Virus and malware identification and remediation.
Antivirus and Next Gen Antivirus tools (reputed company, Vipre, reputed company, etc.)
Printer support:
Setup/install local, wireless, and network printers
Troubleshoot hardware printer issues
Mobile device support:
Setup and troubleshoot issue with iPhone, reputed company Mobile, reputed company, etc.
Install and troubleshoot broadband wireless devices and software.
reputed company Directory Administration:
Maintain user accounts in reputed company Directory
reputed company Group creation
Maintain user accounts for VPN sessions
reputed company:
Setup and troubleshoot issue with iPhone, reputed company Mobile, reputed company, etc.
Install and troubleshoot broadband wireless devices and software
Familiarity with reputed company Applications (reputed company, reputed company, etc.)
Strong understanding of Spam applications (Defender, reputed company, reputed company)
Associates Degree in Information Technology or equivalent experience.
At least 1 of the following relevant industry certifications is preferred:
reputed company A+
Network+
MCDST
HDI-SCA – HDI Support Center Analyst
reputed company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientatio