Senior Software Engineer – React Native
Kraken Digital Asset Exchange
AndroidiOSJavaJavaScriptKotlinNext.jsObjective-CReactReact NativeTypeScript
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 update Help Desk documentation as assigned.
- Review and create KB articles.
- 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.
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:
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
- Security support:
- Basic knowledge of security principals and best practices
- 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:
- Setup and troubleshoot issue 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:
- Familiarity with Security Applications (Sophos, Rapid7, etc.)
- Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
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 administrationnetwork supportVPN clientscomputer hardware supportActive Directory Administrationsecurity principles
Soft skills
problem resolutioncommunicationdecision makingtrainingcustomer servicetime managementmultitaskinganalytical skillstroubleshootingteam collaboration
