IT EUX Onsite Engineer - Onsite Boston MA Area

Blue Mantis•,

3d•$36 - $41•Onsite

About The Position

The EUX Onsite Engineer is an advanced Level 1 resource providing hands-on technical support in a Blue Mantis client environment. The role resolves issues requiring greater technical depth, physical access, or local coordination than remote Level 1 support. The engineer owns incidents and requests through resolution or escalation, supports desk-side and walk-up needs, and performs endpoint deployment and lifecycle activities. Support is delivered onsite, by phone, through remote tools, and in the client’s ITSM platform.

Requirements

Typically 3–5 years of progressive desktop, field, service desk, or end-user computing support experience.
Hands-on experience supporting Windows 11, macOS, Microsoft 365, enterprise applications, hardware, peripherals, printers, and mobile devices.
Experience imaging, enrolling, deploying, refreshing, replacing, tracking, and securely retiring endpoints.
Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Company Portal, M365, and SCCM or comparable tools.
Practical knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, certificates, MFA, and endpoint network troubleshooting.
Experience with ServiceNow or a comparable ITSM platform, including ticket ownership, SLA management, documentation, and escalation.
Ability to independently research and resolve complex issues, manage competing priorities, and recognize when escalation is required.
Strong customer service, written communication, verbal communication, and executive-support skills.
Ability to work collaboratively with remote support, infrastructure, security, application, and vendor teams.
Ability to sit for extended periods and operate standard computer and telephone equipment.
Ability to lift, move, and install end-user computing equipment weighing up to 25 pounds, with or without reasonable accommodation.

Nice To Haves

CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent training.
Exposure to specialized Financial Services applications such as Bloomberg.

Responsibilities

Provide onsite Level 1 and selected Level 2 support for endpoint, application, identity, connectivity, mobile-device, printer, and peripheral issues.
Diagnose hardware and desk-side issues, replace approved components and peripherals, complete device swaps, and coordinate warranty repairs.
Build, image, enroll, configure, deploy, refresh, reclaim, and retire Windows and macOS devices.
Support Microsoft 365, Active Directory, Microsoft Entra ID, Intune, Windows Autopilot, Company Portal, and client-standard endpoint tools within assigned permissions.
Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, certificates, and endpoint connectivity; document findings before escalation.
Support conference rooms, Microsoft Teams Rooms, displays, cameras, microphones, headsets, and related audiovisual equipment.
Accept escalations from remote Level 1 engineers when physical presence or deeper troubleshooting is required.
Manage walk-up requests and escalations while maintaining accurate ITSM notes, user communications, categorization, asset records, and resolution details.
Support onboarding, offboarding, office moves, new-hire setups, device refreshes, software deployments, and assigned projects.
Provide timely status updates, set expectations, and confirm restoration before ticket closure.
Coordinate with Blue Mantis Service Desk leadership, client leadership, internal teams, and vendors to maintain service alignment.
Maintain knowledge articles, procedures, inventory records, site documentation, and customer environment information.
Provide scheduled phone or queue coverage when directed and onsite demand permits.