About this role
The EUX - Associate Engineer 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 Support Center Analyst 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. 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. 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 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. Work with vendor to resolve issues when required. Configure/image desktops or laptops as needed. Continually update and improve our documentation of a customer environment. 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.