Senior EUX Engineer II - Remote IT Help Desk

Blue Mantis; Portsmouth (NH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Blue Mantis is seeking an IT EUX II Engineer to join our remote US team. The role provides first-line support for Managed Services clients, handling tickets by phone or web and serving as escalation point for complex issues. You will guide Level I technicians, update documentation, and participate in knowledgebase improvements.

A proactive team player with network and security fundamentals will thrive in this fast-paced environment.

Qualifications

• 3-5+ years Technical Call Center/Help Desk experience.
• Able to manage multiple tickets simultaneously.
• Investigate, analyze and troubleshoot client issues.
• Decide on service ticket resolutions without supervision.
• Provide training to fellow team members and Level I engineers.
• Proficient with Windows OS and MS Office applications.
• Knowledge of AD and basic network concepts.

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.
• Answer calls by SLA; resolve or escalate as needed.
• Acknowledge and work on incoming Help Desk web tickets by SLA.
• Work on tickets escalated by Level I engineers.
• Create tickets and return calls within SLA.
• Communicate with customers within SLA timeframes.
• Work with vendor to resolve issues as required.
• Configure/imaging desktops or laptops as needed.
• Update customer network documentation.
• Continually improve technical and soft skills.
• Maintain regular attendance; may work holidays.

Skills

Technical Call Center

Multitasking

Troubleshooting

Decision Making

Training Others

Active Directory

Security Basics

Communication

Education

Associate IT Degree

CompTIA A+

Network+

HDI-SCA

MCDST

Tools

Windows OS

MS Office

M365 Admin

Active Directory

VPN Clients

Security Apps

Spam Protection

Job description

Blue Mantis is seeking an IT EUX II Engineer to join our remote US team. The role provides first-line support for Managed Services clients, handling tickets by phone or web and serving as escalation point for complex issues. You will guide Level I technicians, update documentation, and participate in knowledgebase improvements.

A proactive team player with network and security fundamentals will thrive in this fast-paced environment.