IT EUX Junior Engineer I, Remote US Only
Blue Mantis
Boston, MAFresher1h 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, 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, 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 within the SLA.
- Resolve or escalate issues as needed.
- Acknowledge and work on incoming Help Desk web tickets within the set SLA.
- Resolve or escalate web ticket issues as needed.
- Communicate quickly and effectively with customers within the set SLA.
- Continuously improve technical skill sets within assigned areas of expertise.
- Continuously improve 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.
- 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.
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.