About the Role
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.
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