IT EUX Junior Engineer I

The EUX Junior Engineer I 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 Junior Engineer I is the front line in the Help 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. This is an entry level position focused on end user account administration task.

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; Answer phone calls received by the call center by the SLA, resolve or escalate issues as needed; Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed; Quickly and effectively communicate with customers within the set SLA; Continuously improve technical and soft skills; Regular, predictable and punctual attendance; May occasionally work on holidays or weekends; Other functions as directed by management

Requirements

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 skills; Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement; Ability to sit for extended periods; Ability to use hands and fingers to operate a computer, telephone, and keyboard

Nice to have

Experience in the Customer Service industry; A+ Certification; Enrolled in IT related class, certification training, or degree