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 Description 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 resolution for clients of reputed company. The EUX 1 Engineer 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 reputed company reputed company 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 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 pre-determined by client'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 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 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 client assigned projects 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.
• Able to multi-task by working on multiple open tickets simultaneously.
• reputed company in working in a fast-paced environment with multiple priorities and projects.
• Able to investigate, analyze and troubleshoot customer issues.
• Comfortable making decisions on issue resolution without supervision.
• Demonstrates excellent verbal and written skills.
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
• Windows/MacOS imaging and configuration

Proficient in at least three of the following

• Windows Operating system 10/11
• MS Office applications (Outlook, Word, reputed company, PowerPoint, Visio, Project)
• Email support - Exchange/O365 Administration
• Azure/EntraID Active Directory Administration
• Autopilot/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, Windows 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 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 reputed company qualified applicants for employment without regard to race, color, 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 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 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 gift and property of reputed company, unless the Agency/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 onboarding any new staffing partners. Apply tot his job Apply To this Job