Provide first-level technical support for managed-services clients via phone and web tickets. Troubleshoot, record, resolve, or escalate incidents, manage user accounts, and communicate ticket status within SLAs. Maintain punctual attendance and improve technical and customer-service skills.
The EUX Junior Engineer I provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.
The EUX Junior Engineer I is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.
The EUX Junior Engineer I is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.
Key Responsibilities
Essential Functions & Responsibilities:
- Resolve problems reported to the service desk by phone or web tickets
- Provide first-level contact and problem resolution for customer issues.
- Provide timely communication on ticket status and resolution.
- Other functions as directed by management
- Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
- Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
- Quickly and effectively communicate with customers within the set SLA.
- 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 or weekends.
Skills, Knowledge and Expertise
Experience in the Customer Service industry
A+ Certification preferred but not required
Enrolled in IT related class, certification training, or degree preferred, but not required.
Required
- Experience with providing technical assistance over the phone.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
Work Environment:
- Ability to sit for extended periods
- Ability to use hands and fingers to operate a computer, telephone, and keyboard: This is crucial for most desk jobs.
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.
About
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
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