Full-Time EUX Engineer L2

EUX Engineer L2 position supports Managed Services contract clients, handling first-level ticket support and escalation for complex issues.

Provides guidance and support to the Level I team.

Key Responsibilities:

• Resolve call center issues (phone/web tickets).
• Provide first-level customer support and problem resolution.
• Communicate service ticket status and resolution.
• Assist Level I technicians with escalated issues.
• Maintain Help Desk documentation and knowledgebase articles.
• Review/update Help Desk documentation.
• Review/create knowledgebase articles.
• Perform other tasks as directed by management.
• Answer call center calls within SLA.
• Resolve or escalate Help Desk web tickets within SLA.
• Work on tickets escalated by Level I engineers.
• Create tickets and return customer calls within SLA.
• Communicate effectively with customers within SLA timeframe.
• Resolve vendor issues as needed.
• Configure/image desktops/laptops.
• Maintain/update customer network documentation.
• Continuously improve technical and soft skills for outstanding customer service.
• Regular and punctual attendance.
• (Occasional) work on holidays.

Additional / Non-Essential Responsibilities:

• Research and contribute to internal knowledgebase.
• Develop expertise with GreenPages products/services.

Skills, Knowledge & Expertise:

• 3-5+ years technical call center/help desk experience.
• Comfortable working on multiple open tickets simultaneously.
• Able to investigate, analyze, and troubleshoot client issues.
• Able to make service ticket resolution decisions independently.
• Provide training to team members/Level I engineers.
• Proficient in Windows OS (10-11), MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project), M365, and EntraID administration.
• Intermediate network support (domain/corporate IT, PC/laptop setup/troubleshooting).
• Basic knowledge of network technologies (LAN, WAN, wireless), VPN clients (Cisco, SonicWall, etc.).
• Computer hardware support (laptop, desktop, thin client troubleshooting).
• USB device and peripheral support.
• Security support (basic security principles/best practices, virus/malware remediation, antivirus/NGAV tools).
• Printer support (local, wireless, network printer setup/troubleshooting).
• Mobile device support (iPhone, Windows Mobile, Android, etc.).
• Broadband wireless device/software installation/troubleshooting.
• Active Directory administration (user accounts, security group creation, VPN sessions).
• Familiarity with security applications (Sophos, Rapid7, etc.).
• Strong understanding of spam applications (Defender, Mimecast, Proofpoint).
• Associates Degree in Information Technology or equivalent experience.
• 1+ relevant industry certifications preferred (CompTIA A+, Network+, MCDST, HDI-SCA).

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