EUX Engineer L2 - Remote US Only

GreenPages; United States; Remote; USD 55,000 - 65,000; Full time

Job summary

An established industry player is seeking a proactive EUX Engineer L2 to provide top-notch support for Managed Services clients. In this fully remote role, you'll handle first-level ticket support and serve as an escalation point for more complex issues. Your expertise will guide the Level I team, ensuring timely communication and resolution of customer problems. If you're a team player who thrives in a dynamic environment and is eager to enhance your technical skills, this opportunity is perfect for you. Join a diverse and inclusive company committed to excellence and innovation.

Qualifications

• 3-5+ years of Technical Call Center/Help Desk experience required.
• Relevant IT certifications preferred for candidates.

Responsibilities

• Resolve customer issues reported via phone or web tickets.
• Assist Level I technicians with escalated issues.

Skills

Technical Call Center/Help Desk experience

Windows OS

MS Office

M365

EntraID

basic network support

hardware support

security applications

printer support

mobile device support

Active Directory

Education

Associates Degree in IT

CompTIA A+ certification

Network+ certification

Job description

EUx Engineer L2

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.

Department

Blue Mantis

Employment Type

Full Time

Location

Remote

Workplace type

Fully remote

Compensation

$55,000 - $65,000 / year

Reporting To

...

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 escalate 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.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Regular, predictable and punctual attendance.
• May occasionally need to work on holidays.

Skills, Knowledge & Expertise

• 3-5+ years Technical Call Center/Help Desk experience
• Comfortable with working on multiple open tickets simultaneously.
• Proficient in Windows OS, MS Office, M365, EntraID, basic network support, hardware, security, printer, mobile device support, Active Directory, and security applications.
• Associates Degree in IT or equivalent experience. Relevant certifications (e.g., CompTIA A+, Network+) preferred.

Blue Mantis is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.