IT EUX Junior Engineer I - Remote US Only
About The Position
The EUX Junior Engineer I provides support to all Managed Services contracted clients. This entry-level position focuses on end-user account administration and first-level technological problem determination, incident recording, and resolution. As a front-line Help Desk Call Center team member, the engineer provides technical support by phone and remotely assists end users from initial contact through troubleshooting and research to final resolution. The position is remote and based in the United States. The hourly rate is $17.00–$19.00; individual pay is determined by business considerations, local market conditions, internal equity, and candidate qualifications, including skills, education, and experience. Reasonable accommodations are available to enable employees with disabilities to perform the essential functions of the job.
Requirements
- Experience in the customer service industry.
- Experience providing technical assistance over the phone.
- Ability to multitask by working on multiple open tickets simultaneously.
- Experience working in a fast-paced environment with multiple priorities and projects.
- Ability to investigate, analyze, and troubleshoot customer issues.
- Excellent verbal and written communication skills.
- Motivation to learn new skills and technology practices, with a focus on continual knowledge-based improvement.
Nice To Haves
- A+ certification is preferred but not required.
- Enrollment in an IT-related class, certification training, or degree program is preferred but not required.
Responsibilities
- Resolve problems reported to the service desk by phone or web tickets.
- Provide first-level contact and problem resolution for customer issues.
- Communicate ticket status and resolution to customers in a timely manner.
- Perform other functions as directed by management.
- Answer call-center phone calls within the applicable SLA; resolve or escalate issues as needed.
- Acknowledge and work on incoming Help Desk web tickets within the set SLA; resolve or escalate issues as needed.
- Communicate quickly and effectively with customers within the set SLA.
- Continuously improve technical skills within assigned areas of expertise.
- Continuously improve soft skills needed to deliver outstanding customer service in a fast-paced environment.
- Maintain regular, predictable, and punctual attendance; may occasionally work holidays or weekends.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
