Frontend Engineer, React
Oddball
AWSJavaScriptNode.jsReactReduxTypeScript
IT EUX Engineer, L2
Blue Mantis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $65,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Android
About the role
- 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 create KB articles
- Answer phone calls entered into the call center by the SLA and resolve or escalate as needed
- Acknowledge and work on incoming Help Desk web tickets by 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 vendors to resolve issues as required
- Configure/image desktops or laptops as needed
- Continually update and improve customer network documentation
- Continuously improve technical and soft skill sets required to deliver outstanding customer service
- Regular attendance and occasional holiday work as needed
- 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 Windows Operating systems – Windows 10-11
- Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
- Intermediate network support: understanding of domain/corporate IT environment, PC/Laptop setup, basic LAN/WAN/wireless knowledge
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Computer hardware support: laptops, desktops, thin clients, USB devices, peripherals
- Security support: basic security principles, virus and malware identification and remediation, Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)
- Printer support: setup/install local, wireless, and network printers; troubleshoot hardware printer issues
- Mobile device support: iPhone, Windows Mobile, Android, broadband wireless devices and software
- Active Directory Administration: maintain user accounts, security group creation, maintain VPN user accounts
- Familiarity with Security Applications (Sophos, Rapid7) and Spam applications (Defender, Mimecast, Proofpoint)
- Associates Degree in Information Technology or equivalent experience
- At least 1 of the following preferred certifications: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst
- Regular, predictable and punctual attendance; may occasionally need to work on holidays
Benefits
- 100% Remote US Only
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical Call Center experienceHelp Desk experienceWindows Operating systemsMS Office applicationsM365 administrationEntraID administrationIntermediate network supportVPN clientsComputer hardware supportActive Directory Administration
Soft skills
problem resolutioncommunicationdecision makingtrainingcustomer servicemultitaskinginvestigatinganalyzingtroubleshootingattendance
Certifications
CompTIA A+Network+MCDSTHDI-SCA
