Onsite IT Support Engineer (Windows/macOS)

Blue Mantis

Portsmouth (NH)

On-site

USD 50,000 - 56,000

Full time

5 days ago

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Job summary

Blue Mantis is seeking an EUX Onsite Engineer to deliver hands-on technical support at client sites. The role manages incidents through resolution or escalation, supports desk-side and walk-up needs, and performs endpoint deployment and lifecycle activities on Windows and macOS devices.

Onsite coverage, strong communication, and coordination with client leadership are essential. The position emphasizes familiarity with Microsoft 365, AD/Entra ID, Intune, Autopilot, and ITSM practices, with an

Qualifications

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 recognise 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.
CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent training is preferred.
Exposure to specialised Financial Services applications (Bloomberg, etc.) is a plus.

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, categorisation, 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.