IT EUX Engineer L2 - 100% Remote US Only

Blue Mantis

135d • $55,000 - $65,000

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.
• 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.

Benefits

• Full Time employment.
• Remote work opportunity.

What This Job Offers

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