EUX Engineer L2 - Remote US Only

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

Job summary

A leading technology services provider is seeking an EUX Engineer L2 to support Managed Services clients. This role will provide first-level ticket support, guide the Level I team, and handle complex issues. The ideal candidate should have Technical Call Center experience and proficiency in Windows and MS Office. This position is fully remote with a salary range of $55,000 - $65,000 per year.

Qualifications

• 3-5+ years Technical Call Center/Help Desk experience.
• Able to troubleshoot network issues.
• Basic knowledge of security principles.

Responsibilities

• Resolve problems reported to the call center.
• Provide first-level contact for customer issues.
• Assist Level I technicians with escalated issues.

Skills

Technical Call Center/Help Desk experience

Troubleshooting client issues

Decision making on ticket resolution

Team training

Proficiency in Windows Operating systems

Knowledge of MS Office applications

Intermediate network support

VPN client support

Education

Associates Degree in Information Technology

Tools

Windows 10-11

MS Office

M365 and EntraID administration

Active Directory

Job description

Overview

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. 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.

Details

• Department: Blue Mantis
• Employment Type: Full Time
• Location: Remote
• Workplace type: Fully remote
• Compensation: $55,000 - $65,000 / year
• Reporting To: Virgil Johnson / Backfill Alexander Logan who left on October 2025

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.
• Other functions as directed by management.
• 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 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 the following:
• Windows Operating systems - Windows 10-11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• M365 and EntraID administration
• Intermediate network support, including domain/corporate IT environment understanding and basic network technologies (LAN, WAN, wireless)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware & Security

• Troubleshoot issues with laptops, desktops, and thin clients; USB devices and peripherals
• Security: basic knowledge of security principles; virus/malware identification and remediation; antivirus tools (Sophos, Vipre, Crowdstrike, etc.)
• Printer support: setup/install and troubleshoot
• Mobile device support: setup/troubleshoot iPhone, Windows Mobile, Android; broadband wireless devices/software
• Active Directory Administration: maintain user accounts, security groups, VPN accounts
• Security: familiarity with security applications (Sophos, Rapid7, etc.) and spam protection (Defender, Mimecast, Proofpoint)

Education & Certifications

• 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

Please note: This range is based on market pay structures. Individual salaries and hourly pay rates are determined by factors including business considerations, local market conditions, internal equity, and candidate qualifications. 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. It is not intended to be a complete list of all responsibilities, duties, and skills required.

Agencies/3 Parties may not solicit to any employee of Blue Mantis. Information from Agencies/3 Party will be considered property of Blue Mantis unless approved vendor contracts are in place. We currently have no interest in onboarding new staffing partners.

About Blue Mantis

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of helping clients achieve business modernization through managed services, cybersecurity and cloud. Headquartered in Portsmouth, NH, we partner with more than 1,200 organizations across verticals. We are backed by Abry Partners.

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