IT EUX Engineer L2 - 100% Remote US Only

Blue Mantis-posted 2 months ago
$55,000 - $65,000/Yr
Full-time • Entry Level
1-10 employees
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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.

  • 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.
  • Other functions as directed by management.
  • Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
  • Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
  • Work on tickets escalated by Level I engineers.
  • Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
  • Quickly and effectively communicate with customers within the SLA timeframe.
  • Work with vendor to resolve issues as required.
  • Configure/image desktops or laptops as needed.
  • Continually update and improve customer network documentation.
  • 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.
  • 3-5+ years Technical Call Center/Help Desk experience.
  • Comfortable with working on multiple open tickets simultaneously.
  • Comfortable with investigating, analyzing and troubleshooting client issues.
  • Able to make decisions on service ticket resolution without supervision.
  • Provide training to fellow team members and Level I engineers.
  • Proficient in Windows Operating systems – Windows 10-11.
  • Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project).
  • Proficient in M365 and EntraID administration.
  • Intermediate network support understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
  • Basic knowledge of network technologies (LAN, WAN, wireless).
  • Familiarity with VPN clients (Cisco, SonicWall, Fortinet, etc.).
  • Computer hardware support: Troubleshoot issues with laptops, desktops, and thin clients.
  • Basic knowledge of security principles 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 issues with mobile devices (iPhone, Windows Mobile, Android, etc.).
  • Maintain user accounts in Active Directory.
  • Security Group creation.
  • Maintain user accounts for VPN sessions.
  • Associates Degree in Information Technology or equivalent experience.
  • At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst.
  • Full Time employment.
  • Remote work opportunity.
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