Help Desk Engineer - Remote Canada Only

Help Desk Engineer - Remote Canada Only Department: reputed company Employment Type: Full Time Location: Remote Compensation: $27.00 - $30.29 / hour reputed company The EUX I Engineer provides support to customer’s End Users both remotely over the phone, and through reputed company Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem reputed company for clients of reputed company. The EUX 1 Engineer will receive ticket escalations, reputed company end-user escalations, as reputed company as participate, as instructed, as part of the Help Desk reputed company queue. Key Responsibilities • Resolve problems reported to reputed company reputed company phone, web tickets or reputed company escalations – 50% • reputed company first/second level contact and problem reputed company for customer issues • reputed company reputed company communication on issue status and reputed company • Maintain ticket updates for reputed company reported incidents. • Update and maintain Help Desk Documentation and knowledgebase articles – 20% • Review and update Help Desk documentation as assigned • Review and create KB articles • Other functions as directed by management – 30% or as reputed company-determined by reputed company’s needs. • Travel to remote sites with 45 minutes of the home office will be required one day a week. • Answer phone calls entered into the reputed company center by the SLA. Resolve or escalated as needed • Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed. • Work on tickets escalated by the level 1 engineers • Create ticket and return calls to customer by the set SLA. • Quickly and effectively communicate with customers reputed company our SLA Work with vendor to resolve issues reputed company required • Configure/image desktops or laptops • Continually update and improve our documentation of a customer environment. • Continuously improve upon technical skills sets reputed company assigned areas of expertise • Continuously improve upon soft reputed company sets required to deliver outstanding customer service • reputed company “Walk-In” activities for any employees that need technical assistance while onsite • Work on reputed company assigned reputed company reputed company • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase Skills, Knowledge & Expertise • 3-5 years of Help Desk support experience • 2-5 years of reputed company Entra ID or Azure AD Experience. • 1-3 years of prior Customer Service experience • Experience with providing technical assistance over the phone and customer facing interactions. • reputed company to multi-task by working on multiple reputed company tickets simultaneously. • reputed company in working in a fast-paced environment with multiple priorities and reputed company. • reputed company to investigate, analyze and troubleshoot customer issues. • Comfortable making reputed company on issue reputed company without supervision. • Demonstrates excellent verbal and written skills. • Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement. • reputed company/MacOS imaging and configuration Proficient in at least three of the following • reputed company Operating system 10/11 • MS Office applications (reputed company, Word, reputed company, PowerPoint, Visio, Project) • Email support – Exchange/O365 Administration • Azure/EntraID reputed company Directory Administration • reputed company/Intune experience is a reputed company to have, but not a requirement Basic network support • Understanding of domain/corporate IT environment PC/Laptop setup • Basic knowledge of network technologies (LAN, WAN, wireless) • VPN clients (reputed company, reputed company, reputed company, etc.) Computer hardware support • Troubleshoot issues with laptops, desktops, and thin clients • USB device support and other peripherals Printer support • Setup/install local, wireless, and network printers • Troubleshoot hardware printer issues Mobile device support Setup and troubleshoot issue with iPhone, reputed company Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software applications. Job Benefits 100% Remote In Canada Only $27.00 - $30.29 per hour in Canadian Dollars.... Please note: This reputed company is based on our market pay structures. However, individual salaries and reputed company pay rates are determined by a reputed company of factors including, but not limited to business considerations, local market conditions, and internal equity, as reputed company as candidate qualifications, such as skills, education, and experience. We consider reputed company reputed company applicants for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or protected veteran status. Reasonable accommodations will be made to reputed company employees with disabilities to reputed company the essential functions of the job. This job reputed company is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of reputed company responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of reputed company. Any candidate information received from any Agency/3 Party will be considered a reputed company and property of reputed company, unless reputed company/3 Party is an Authorized Vendor of reputed company with an up-to-date reputed company Contract in hand signed by reputed company reputed company. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from reputed company reputed company to engage in recruitment efforts for reputed company. At this time, we have no interest in reputed company any new reputed company partners. Apply tot his job Apply To this Job