Remote IT Help Desk Engineer I

Blue Mantis; Portsmouth (NH); Hybrid; USD 23,000 - 26,000; Full time

Job summary

Blue Mantis is seeking an IT EUX Junior Engineer I for remote work in the US. This entry-level role provides first-level technical support to managed services clients, handling inquiries by phone and remote assistance from initial contact through resolution.

Candidates should have customer service experience and a willingness to learn while supporting end users. The role emphasizes incident recording, SLA-adherent communication, and continual skill development in a fast-paced Help Desk

Qualifications

• Experience in the Customer Service industry.
• A+ Certification preferred but not required.
• Enrolled in IT related class, certification training, or degree preferred, but not required.

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.
• Other functions as directed by management.
• Answer phone calls received by the call center by the SLA.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or elevate as needed.
• Quickly and effectively communicate with customers within the set SLA.
• 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 or weekends.

Skills

Customer service experience

Phone support

Troubleshooting

Verbal & written communication

Learning mindset

Education

A+ Certification

Enrolled in IT-related class/degree

Job description

Blue Mantis is seeking an IT EUX Junior Engineer I for remote work in the US. This entry-level role provides first-level technical support to managed services clients, handling inquiries by phone and remote assistance from initial contact through resolution.

Candidates should have customer service experience and a willingness to learn while supporting end users. The role emphasizes incident recording, SLA-adherent communication, and continual skill development in a fast-paced Help Desk