EUX Engineer L2 - Remote US Only

Blue Mantis; United States; Remote; USD 55,000 - 65,000; Full time

Job summary

A leading tech support firm is seeking an EUX Engineer L2 to provide exceptional support to managed services clients. This remote position requires strong technical skills in call center operations and network troubleshooting. The ideal candidate will ensure timely resolution of tickets and support team members while maintaining high service standards. Emphasis on collaboration and technical expertise is crucial for success in this role.

Qualifications

• 3-5+ years Technical Call Center/Help Desk experience.
• Comfortable with investigating, analyzing and troubleshooting client issues.
• Able to make decisions on service ticket resolution without supervision.

Responsibilities

• Resolve problems reported to the call center by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Assist Level I technicians with escalated issues.

Skills

Technical Call Center/Help Desk experience

Windows Operating systems

MS Office applications

M365 and EntraID administration

Intermediate network support

VPN clients

Computer hardware support

Security support

Printer support

Mobile device support

Education

Associates Degree in Information Technology

Tools

Cisco

SonicWall

Fortinet

Sophos

Vipre

Crowdstrike

Job description

Overview

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Reporting To: Virgil Johnson / Backfill Alexander Logan who left on October 2025

Compensation: $55,000 - $65,000 / year

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.

Key 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.
• Answer phone calls entered into the call center by the SLA. Resolve or escalate 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.

Additional / Non-Essential Responsibilities

• Research and contribute technical information to the internal knowledgebase.
• Develop expertise with GreenPages products and services to be used when working with customers.

Skills, Knowledge & Expertise

• 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 at the following:
• Windows Operating systems – Windows 10-11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• 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)
• 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 issue with iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software.

Active Directory Administration

• Maintain user accounts in Active Directory
• Security Group creation
• Maintain user accounts for VPN sessions

Security

• Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
• Install and troubleshoot broadband wireless devices and software
• Familiarity with Security Applications (Sophos, Rapid7, etc.)
• Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)

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

EEO / Accessibility

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.