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