EUX Associate L1 Engineer - Charlestown MA Office Hybrid
GreenPages Technology Solutions
Salary undisclosed
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Description
The role will require individuals to be onsite in our Charlestown MA office to be onsite 2 days a week every other week.
Key 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.
- Update and maintain Help Desk Documentation and knowledgebase articles
- Review and update Help Desk documentation as assigned.
- Review and create KB articles.
- 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.
- Work with vendor to resolve issues when required.
- Configure/image desktops or laptops as needed.
- 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 in a fast-paced environment.
- Regular, predictable and punctual attendance.
- May occasionally need to work on holidays or weekends.
Skills, Knowledge and Expertise
- 3-5 years of Service Desk Experience
- MSP Service Desk experience is a plus, but not a requirement
- 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.
- 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 Operating system - Windows 7, 10, and 11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
- Email support – O365, Exchange & POP
- O365 and Azure Admin portal
- MFA/2FA Applications (Duo, Azure, Okta, etc.)
- Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
- Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.)
- Understanding of a domain/corporate IT environment including PC/Laptop setup
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
- Basic knowledge of security principals and best practices
- Virus and malware identification and remediation.
- Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)
- Setup/install local, wireless, and network printers
- Troubleshoot hardware printer issues
- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
- Install and troubleshoot broadband wireless devices and software.
Please note: This range is based on our market pay structures. However, individual salaries 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 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 the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
About this role
GreenPages Technology Solutions is hiring an Associate Engineer for first-line technical support in their managed services operation. You'd be the initial point of contact for customers calling or submitting tickets, troubleshooting issues and either resolving them or escalating appropriately. The work spans a broad technical landscape—Windows systems, Microsoft Office and O365, email platforms, VPN clients, printers, mobile devices, antivirus tools, and basic network support—so you'll need solid foundational knowledge across these areas and the ability to quickly diagnose problems under SLA pressure.
This role suits someone with 3 to 5 years of help desk experience who's comfortable working the phones in a fast-paced environment, juggling multiple tickets simultaneously, and making independent decisions on when to escalate. You'll also maintain documentation and knowledge base articles, occasionally image devices, and may need to work occasional weekends or holidays. The position is hybrid based in the Charlestown, MA office, paying $21–$25 per hour depending on qualifications.
This role's local market on JobMinglr
Pay for this role
$21 to $25 per year
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