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 role will require individuals to be onsite in our Charlestown MA office to be onsite 2 days a week every other week.
- 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.