EUX Associate L1 Engineer

The EUX - Associate Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The EUX Associate Engineer is the front line in the Service Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.

Responsibilities

Resolve problems reported to the service desk by phone or web tickets; Provide first-level contact and problem resolution for customer issues; Provide timely communication on ticket status and resolution; 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 received by the call center by the SLA, resolving or escalating issues as needed; Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolving or escalating as needed; Communicate with customers quickly and effectively within the set SLA; Work with vendors to resolve issues when required; Configure/image desktops or laptops as needed; Continually update and improve documentation of customer environments; Continuously improve technical and soft skills; Other functions as directed by management; May occasionally work on holidays or weekends

Requirements

1-3 years of Service Desk Experience; 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; Comfortable making decisions on issue resolution without supervision; Demonstrates excellent verbal and written skills; Motivated to learn new skills and technology practices; Proficient in Windows Operating system (Windows 7, 10, and 11); Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 2000-2016; Email support (O365, Exchange & POP); O365 and Azure Admin portal; MFA/2FA Applications (Duo, Azure, Okta, etc.); Spam Filtration Applications (Mimecast, Microsoft Spam, etc.); Familiarity with ITSM Applications (ServiceNow, JIRA, Zendesk, etc.); Basic network support (domain/corporate IT environment, PC/Laptop setup, LAN, WAN, wireless, VPN clients such as Cisco, SonicWall, Fortinet); Computer hardware support (troubleshooting laptops, desktops, thin clients; USB and peripheral support); 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 (setup and hardware troubleshooting of local, wireless, and network printers); Mobile device support (iPhone, Windows Mobile, Android, etc.); Install and troubleshoot broadband wireless devices and software

Nice to have

MSP Service Desk experience