Remote EUX II Engineer - Customer Support Lead

Blue Mantis; United States; Remote; USD 55,000 - 70,000; Full time

Job summary

Blue Mantis is seeking an IT EUX II Engineer for remote work in the United States. This full-time role provides first-level ticket support for Managed Services contract clients and acts as the escalation point for complex issues.

You will guide and support Level I technicians while maintaining Help Desk documentation. The candidate should bring 3–5+ years in a technical call center or help desk, strong troubleshooting skills, and the ability to multitask across multiple tickets.

Qualifications

• 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.
• 3-5+ years Technical Call Center/Help Desk experience.

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.

Skills

Technical call center experience

Troubleshooting

Customer service

Multitasking

Team training

Education

Associates Degree in Information Technology or equivalent

CompTIA A+

Network+

MCDST

HDI-SCA – HDI Support Center Analyst

Tools

Windows OS

MS Office (Outlook/Word/Excel/PowerPoint/Visio/Project)

M365 and EntraID administration

Networking basics (LAN/WAN/Wireless)

VPN clients (Cisco/SonicWall/Fortinet)

Job description

Blue Mantis is seeking an IT EUX II Engineer for remote work in the United States. This full-time role provides first-level ticket support for Managed Services contract clients and acts as the escalation point for complex issues.

You will guide and support Level I technicians while maintaining Help Desk documentation. The candidate should bring 3–5+ years in a technical call center or help desk, strong troubleshooting skills, and the ability to multitask across multiple tickets.