Help Desk Engineer - Remote Canada Only
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. 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. 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