About this role
The EUX Junior Engineer I provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The EUX Junior Engineer I is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task. Essential Functions & Responsibilities: Resolve problems reported to the service desk by phone or web tickets Provide first-level contact and problem resolution for customer issues. Provide timely communication on ticket status and resolution. Other functions as directed by management Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed. Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed. Quickly and effectively communicate with customers within the set SLA. 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 or weekends.