Desktop Support Engineer L1 - Remote US Only

Blue Mantis • ,

28d • $21 - $25 • Onsite

About The Position

The L1 EUX Engineer 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 Engineer is the front line in the Service Desk 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.

Requirements

• 3-5 years of Service Desk Experience
• 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.
• Proficient in Windows Operating system - Windows 7, 10, and 11
• Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2023
• Proficient in Email support – O365, Exchange & POP
• Proficient in O365 and Azure Admin portal
• Familiarity with Intune admin portal and troubleshooting
• Familiarity with MFA/2FA Applications (Duo, Azure, Okta, etc.)
• Familiarity with Spam Filtration Applications (Mimecast, Microsoft Spam, ProofPoint etc.)
• Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.), ServiceNow preferred, but not required
• Familiarity with troubleshooting NetSuite and Salesforce issues
• Moderate to Strong Mac iOS troubleshooting capabilities
• Basic network support: Understanding of a domain/corporate IT environment including PC/Laptop setup
• Basic knowledge of network technologies (LAN, WAN, wireless)
• Basic knowledge of VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Computer hardware support: Troubleshoot issues with laptops, desktops, and thin clients
• Computer hardware support: USB device support and other peripherals
• Security support: Basic knowledge of security principals and best practices
• Security support: Virus and malware identification and remediation.
• Security support: Antivirus and Next Gen Antivirus tools (Sophos, Vipre, CrowdStrike, etc.)
• Printer support: Setup/install local, wireless, and network printers
• Printer support: Troubleshoot hardware printer issues
• Mobile device support: Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
• Mobile device support: Install and troubleshoot broadband wireless devices and software
• Demonstrates excellent verbal and written skills.

Nice To Haves

• MSP Service Desk experience is a plus, but not a requirement

Responsibilities

• Provide first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.
• Provide technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.
• Investigate, analyze and troubleshoot customer issues.
• Make decisions on issue resolution without supervision.
• Learn new skills and technology practices; focus on continual knowledge-based improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed