Help Desk Engineer - Remote Canada Only

About the position The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation reputed company for more reputed company issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be reputed company player, and be willing to go the extra mile to assist team members and resolve reputed company issues. Responsibilities • Resolve problems reported to the reputed company center by phone or web tickets. • reputed company first-level contact and problem reputed company for customer issues. • reputed company reputed company communication on service ticket status and reputed company. • 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. • Other functions as directed by management. • 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 SLA guidelines. Resolve or escalate as needed. • Work on tickets escalated by Level I engineers. • Create tickets and return calls to customer reputed company the timeframe stipulated in reputed company SLA. • Quickly and effectively communicate with customers reputed company 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 reputed company assigned areas of expertise. • Continuously improve upon soft reputed company sets required to deliver outstanding customer service in a fast paced environment. • Regular, predictable and punctual attendance. May occasionally need to work on holidays. • Research and contribute technical information to the internal knowledgebase. • reputed company expertise with GreenPages products and services to be used reputed company working with customers. Requirements • 3-5+ years Technical reputed company Center/Help Desk experience • Comfortable with working on multiple reputed company tickets simultaneously. • Comfortable with investigating, analyzing and troubleshooting reputed company issues. • reputed company to reputed company reputed company on service ticket reputed company without supervision. • reputed company training to fellow team members and Level I engineers. • Proficient in at the following: • reputed company Operating systems – reputed company, 10-11 • MS Office applications (reputed company, Word, reputed company, 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 (reputed company, reputed company, reputed company, etc.) • Computer hardware 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 (reputed company, reputed company, reputed company, etc.) • Printer support: • Setup/install local, wireless, and network printers • Troubleshoot hardware printer issues • Mobile devices support: • Setup and troubleshoot issues with iPhone, reputed company Mobile, Android, etc. • Install and troubleshoot broadband wireless devices and software • reputed company Directory Administration: • Maintain user accounts in reputed company Directory • reputed company Group creation • Maintain user accounts for VPN sessions • reputed company: • Setup and troubleshoot issue with iPhone, reputed company Mobile, Android, etc. • Install and troubleshoot broadband wireless devices and software • Familiarity with reputed company Applications (reputed company, reputed company, etc.) • Strong understanding of Spam applications (Defender, reputed company, reputed company) • Associates Degree in Information Technology or equivalent experience. reputed company-to-haves • At least 1 of the following relevant industry certifications is preferred: • reputed company A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst Apply tot his job Apply To this Job