Desktop Support Engineer L1 - Remote US Only

Blue Mantis; Portsmouth (NH); Remote; USD 2,893,000 - 3,444,000; Full time

Job summary

Blue Mantis is seeking an L1 EUX Engineer to support Managed Services clients at the frontline of the service desk. You will provide technical support by phone and remote assistance from initial contact through troubleshooting to final resolution.

Responsibilities include incident recording, first-level problem determination, and proactive communication while maintaining high-quality documentation. The role requires 3–5 years of experience and strong written and verbal skills.

Qualifications

• 3–5 years of Service Desk experience.
• MSP Service Desk experience is a plus.
• Ability to multi-task by handling multiple open tickets.
• Strong verbal and written communication; eager to learn.

Responsibilities

• Provide first level technical support by phone and remote access.
• Record incidents, perform initial troubleshooting, and escalate as needed.
• Work with customers to resolve issues through research to final resolution.
• Maintain professional communication and documentation throughout.

Tools

ServiceNow

JIRA

Zendesk

Job description

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.

Job Details

• Department: Blue Mantis
• Employment Type: Full Time
• Location: Onsite
• Workplace type: Onsite
• Compensation: $21.00 - $25.00 / hour

Key Responsibilities

• 3-5 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.

Skills, Knowledge & Expertise

Proficient in the following areas:

• Windows Operating system - Windows 7, 10, and 11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) - 2000-2023
• Email support - O365, Exchange & POP
• O365 and Azure Admin portal
• Familiarity with Intune admin portal and troubleshooting
• MFA/2FA Applications (Duo, Azure, Okta, etc.)
• 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)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware support:

• Troubleshoot issues with laptops, desktops, and thin clients
• USB device support and other peripherals

Security support:

• Basic knowledge of security principals and best practices
• Virus and malware identification and remediation.
• Antivirus and Next Gen Antivirus tools (Sophos, Vipre, CrowdStrike, etc.)

Printer support:

• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues
• Mobile device support:
• Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required.

About Blue Mantis

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.