What are the responsibilities and job description for the EUX Engineer I - Remote Denver CO position at Blue Mantis?
Job Description
Job Description
Description
The EUX Engineer provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. The EUX Engineer is responsible for problem determination, problem / incident recording, and problem resolution for various clients of Blue Mantis.
EUX Engineers typically work on-location within a Blue Mantis client’s facilities. The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.
Key Responsibilities
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
- Provide first / second level contact and problem resolution for customer issues
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all 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 pre-determined by client’s needs.
- 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 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 within our SLA
- Work with vendor to resolve issues when required
- Configure / image desktops or laptops
- Continually update and improve our documentation of a customer environment.
- Continuously improve upon technical skills sets within assigned areas of expertise
- Continuously improve upon soft skill sets required to deliver outstanding customer service
- Perform “Walk-In” activities for any employees that need technical assistance while onsite
Non-Essential / Other Job Functions :
Skills, Knowledge & Expertise
Job Requirements :
1-3 years of prior Customer Service experience
Proficient in at least three of the following :
Basic network support :
USB device support and other peripherals
