IT EUX II Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Address issues reported to the call center through phone calls or web tickets.

• Serve as the initial point of contact and problem solver for customer inquiries.

• Communicate the status of service tickets and resolutions within SLA time limits.

• Support Level I technicians with more complex issues that have been escalated.

• Manage tickets that have been escalated by Level I engineers.

• Create tickets and return calls to customers within the established SLA timeframes.

• Collaborate with vendors to resolve issues as necessary.

• Configure and image desktops or laptops as required.

• Update, maintain, and enhance Help Desk documentation and knowledgebase articles.

• Create and review knowledgebase articles regularly.

• Research and contribute technical insights to the internal knowledgebase.

• Develop proficiency with GreenPages products and services for effective customer support.

• Provide training to team members and Level I engineers as needed.

• Maintain consistent, predictable, and timely attendance.

• May be required to work on holidays occasionally.

⛳️ Requirements

• 3–5+ years of experience in a Technical Call Center or Help Desk environment.

• Capability to manage multiple open tickets concurrently.

• Proficient in investigating, analyzing, and troubleshooting client issues.

• Ability to make independent decisions regarding service-ticket resolutions.

• Skilled in providing training to team members and Level I engineers.

• Proficiency with Windows 10–11 operating systems.

• Knowledge of Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, and Project.

• Experience in M365 and Entra ID administration.

• Intermediate knowledge of network support, including LAN, WAN, and wireless technologies.

• Understanding of domain/corporate IT environments, PC/laptop setup, and troubleshooting procedures.

• Experience with VPN clients such as Cisco, SonicWall, or Fortinet.

• Computer hardware support experience for laptops, desktops, thin clients, USB devices, and peripherals.

• Basic understanding of security principles and best practices.

• Experience in identifying and remediating viruses and malware.

• Familiarity with antivirus and next-generation antivirus tools such as Sophos, Vipre, or CrowdStrike.

• Skills in printer setup, installation, and hardware troubleshooting.

• Experience with mobile device setup and troubleshooting for iPhone, Windows Mobile, and Android.

• Knowledge of broadband wireless device and software installation and troubleshooting.

• Experience in Active Directory administration, including user accounts and security groups.

• Familiarity with security applications like Sophos and Rapid7.

• Strong understanding of spam filtering applications such as Defender, Mimecast, and Proofpoint.

• An associate degree in Information Technology or equivalent experience.

• At least one relevant industry certification is preferred: CompTIA A+, Network+, MCDST, or HDI-SCA.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work schedule with remote work options.

• Paid time off and holiday pay.