IT EUX Junior Engineer I, Remote US Only
Blue Mantis
United StatesFresher1h agovia LinkedIn
About the Role
The EUX Junior Engineer I provides support to all Managed Services contracted clients. This is an entry-level position focused on end-user account administration tasks. The analyst is responsible for first-level technological problem determination, recording, and resolution of issues reported by customers. The EUX Junior Engineer I is the front line in the Help Desk Call Center, providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.
Key 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.
- Acknowledge and work on incoming Help Desk web tickets by the set SLA.
- Quickly and effectively communicate with customers within the set SLA.
- Continuously improve upon technical skill sets within assigned areas of expertise.
- Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
- Regular, predictable, and punctual attendance. May occasionally need to work on holidays or weekends.
- Other functions as directed by management.
Requirements & Tech Stack
- Experience with providing technical assistance over the phone.
- Ability to multi-task by working on multiple open tickets simultaneously.
- Experience in working in a fast-paced environment with multiple priorities and projects.
- Ability 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.
Qualifications
- Experience in the Customer Service industry.
- A+ Certification preferred but not required.
- Enrolled in an IT-related class, certification training, or degree 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.
Hourly Rate: $17.00 - $19.00 per hour.