Hybrid EUX L1 Engineer — Service Desk Pro

Blue Mantis; Boston (MA); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis in Charlestown, MA is seeking an EUX Associate L1 Engineer for a hybrid role. The analyst provides first-level technical support to Managed Services clients, handling problem determination, ticketing, and resolution.

This onsite role requires two days per week at the Charlestown office, with responsibilities including incident management, knowledge base updates, and collaboration with vendors to resolve issues.

Qualifications

• 3-5 years of service desk experience.
• Experience with providing technical assistance over the phone.
• Ability to multitask by working on multiple open tickets.
• Excellent verbal and written communication skills.

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• 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 within the SLA; resolve or escalate as needed.
• Configure/imagine desktops or laptops as needed.
• Work with vendors to resolve issues when required.

Skills

Service Desk

MSP Service Desk

Technical support by phone

Multi-tasking

Troubleshooting

Decision making without supervision

Verbal and written communication

Willingness to learn

Tools

ServiceNow

JIRA

Zendesk

O365/Azure Admin

MFA/2FA apps

Mimecast

Virus protection tools

Job description

Blue Mantis in Charlestown, MA is seeking an EUX Associate L1 Engineer for a hybrid role. The analyst provides first-level technical support to Managed Services clients, handling problem determination, ticketing, and resolution.

This onsite role requires two days per week at the Charlestown office, with responsibilities including incident management, knowledge base updates, and collaboration with vendors to resolve issues.