Help Desk Engineer - Remote Canada Only

Help Desk Engineer - Remote Canada Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $25.00 - $28.00 / hour Description The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues.

Key Responsibilities

• 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.
• Other functions as directed by management.
• 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.

Additional / Non-Essential Responsibilities:

• Research and contribute technical information to the internal knowledgebase.
• Develop expertise with GreenPages products and services to be used when working with customers.

Skills, Knowledge & Expertise

• 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:

• 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.)

Printer support:

• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues

Mobile devices support:

• Setup and troubleshoot issues 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:

• Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software
• Familiarity with Security Applications (Sophos, Rapid7, etc.)
• Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)

Education:

• Associates Degree in Information Technology or equivalent experience.

At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst Job Benefits Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description 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 all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.