Junior IT EUX Engineer

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

📋 Description

• Provide assistance to all clients under Managed Services contracts.

• Carry out first-level technological problem identification, incident documentation, and resolution.

• Deliver technical support via phone and remotely guide end users from the initial contact through troubleshooting and research to final resolution.

• Address service desk issues reported through phone calls or web tickets.

• Serve as the first point of contact for customer inquiries and problem resolution.

• Provide timely communication regarding ticket status and resolution.

• Answer call center inquiries within the SLA; resolve or escalate issues as necessary.

• Acknowledge and manage incoming Help Desk web tickets within the SLA; resolve or escalate as required.

• Communicate promptly and effectively with customers within the SLA.

• Continually enhance technical and customer service skills.

• Execute entry-level end-user account administration duties.

• Perform additional responsibilities as assigned by management.

⛳️ Requirements

• Prior experience in the Customer Service sector.

• A+ Certification is preferred but not mandatory.

• Enrollment in an IT-related course, certification training, or degree is preferred but not essential.

• Experience in providing technical assistance over the phone.

• Ability to manage multiple open tickets simultaneously.

• Proven experience in a fast-paced environment juggling multiple priorities and projects.

• Capable of investigating, analyzing, and troubleshooting customer issues.

• Excellent verbal and written communication skills.

• Eager to acquire new skills and adapt to technological advancements; committed to ongoing knowledge improvement.

• Consistent, predictable, and timely attendance.

• May occasionally be required to work on holidays or weekends.

• Ability to sit for extended periods.

• Proficient in using hands and fingers to operate a computer, telephone, and keyboard.

🏝️ Benefits

• Competitive salary and opportunities for advancement.

• Comprehensive health and wellness benefits.

• Professional development and training programs.

• Flexible work schedule options.