Help Desk Engineer - Remote Canada Only

Blue Mantis

2d•CA$25 - CA$28•Remote

About The Position

The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues.

Requirements

3-5+ years Technical Call Center/Help Desk experience
Comfortable with working on multiple open tickets simultaneously.
Comfortable with investigating, analyzing and troubleshooting client issues.
Able to make decisions on service ticket resolution without supervision.
Provide training to fellow team members and Level I engineers.
Proficient in at the following:
Windows Operating systems – Windows, 10-11
MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
M365 and EntraID administration
Intermediate network support:
Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, Fortinet, etc.)
Computer hardware support:
Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, Fortinet, etc.)
Printer support:
Setup/install local, wireless, and network printers
Troubleshoot hardware printer issues
Mobile devices support:
Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software
Active Directory Administration:
Maintain user accounts in Active Directory
Security Group creation
Maintain user accounts for VPN sessions
Security:
Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software
Familiarity with Security Applications (Sophos, Rapid7, etc.)
Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
Associates Degree in Information Technology or equivalent experience.

Nice To Haves

At least 1 of the following relevant industry certifications is preferred:
CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst

Responsibilities

Resolve problems reported to the call center by phone or web tickets.
Provide first-level contact and problem resolution for customer issues.
Provide timely communication on service ticket status and resolution.
Assist Level I technicians with escalated issues.
Update and maintain Help Desk Documentation and knowledgebase articles.
Review and update Help Desk documentation as assigned.
Review and create KB articles.
Other functions as directed by management.
Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
Work on tickets escalated by Level I engineers.
Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
Quickly and effectively communicate with customers within the SLA timeframe.
Work with vendor to resolve issues as required.
Configure/image desktops or laptops as needed.
Continually update and improve customer network documentation.
Continuously improve upon technical skills 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.
Research and contribute technical information to the internal knowledgebase.
Develop expertise with GreenPages products and services to be used when working with customers.