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.