Desktop Support Engineer L2 - Onsite Charlotte NC

Blue Mantis

77d • $60,000 - $65,000

About The Position

The L2 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 L2 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

• Proficient in Windows Operating system - Windows 7, 10, and 11
• Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2023
• Experience with Email support – O365, Exchange & POP
• Familiarity with O365 and Azure Admin portal
• Familiarity with Intune admin portal and troubleshooting
• Experience 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 knowledge including understanding of a domain/corporate IT environment
• Basic knowledge of network technologies (LAN, WAN, wireless)
• Experience with VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Computer hardware support experience including troubleshooting issues with laptops, desktops, and thin clients
• Basic knowledge of security principles and best practices
• Experience with virus and malware identification and remediation
• Experience with Antivirus and Next Gen Antivirus tools (Sophos, Vipre, CrowdStrike, etc.)
• Experience with printer support including setup/install local, wireless, and network printers
• Mobile device support experience including setup and troubleshooting issues with iPhone, Windows Mobile, Android, etc.

Responsibilities

• 5-6 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees