Blue Mantis

Provides managed IT, cybersecurity, cloud services

EUX Associate 1 Engineer

IT Service Desk & End User SupportPosted on Nov 12

Full-timeRemote in USA$19 - $21 /hr

About the Job

Requirements

The role requires 1–3 years of service desk experience.
The role requires experience providing technical assistance over the phone.
The role requires the ability to manage multiple open tickets simultaneously and work in a fast-paced environment with multiple priorities and projects.
The role requires the ability to investigate, analyze, and troubleshoot customer issues and make issue-resolution decisions without supervision.
The role requires verbal and written communication skills and motivation to learn new skills and technology practices.
The role requires proficiency with Windows 7, 10, and 11; Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project; O365, Exchange, and POP email support; O365 and Azure Admin portals; MFA/2FA applications; spam filtration applications; and ITSM ticketing applications.
The role requires understanding of domain/corporate IT environments, including PC/laptop setup, and basic knowledge of LAN, WAN, wireless networking, and VPN clients.
The role requires troubleshooting laptops, desktops, thin clients, USB devices, and other peripherals.
The role requires basic knowledge of security principles and best practices, virus and malware identification and remediation, and antivirus and next-generation antivirus tools.
The role requires setting up and installing local, wireless, and network printers and troubleshooting printer hardware issues.
The role requires setting up and troubleshooting iPhone, Windows Mobile, and Android devices, and installing and troubleshooting broadband wireless devices and software.
The role requires regular, predictable, and punctual attendance.

Responsibilities

Provide first-level technical support to managed services clients by phone and remotely, from initial contact through troubleshooting and research to resolution or escalation.
Resolve customer issues reported to the service desk by phone or web tickets and provide first-level contact and problem resolution.
Communicate ticket status and resolution to customers in a timely manner and meet applicable service-level agreements for phone calls and web tickets.
Update and maintain help desk documentation and knowledgebase articles, review existing documentation, create knowledgebase articles, and improve documentation of customer environments.
Work with vendors to resolve issues when required.
Configure and image desktops or laptops as needed.
Continuously improve technical skills within assigned areas and customer-service soft skills.
Perform other functions as directed by management and occasionally work holidays or weekends.

Desired Qualifications

Managed service provider service desk experience is a plus, but is not required.

The EUX - Associate Engineer provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The EUX Associate Engineer is the front line in the Service Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.

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.
Other functions as directed by management
Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
Quickly and effectively communicate with customers within the set SLA.
Work with vendor to resolve issues when required.
Configure/image desktops or laptops as needed.
Continually update and improve our documentation of a customer environment.
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.

1-3 years of Service Desk Experience
MSP Service Desk experience is a plus, but not a requirement
Experience with providing technical assistance over the phone.
Able to multi-task by working on multiple open tickets simultaneously.
Experienced in working in a fast-paced environment with multiple priorities and projects.
Able to investigate, analyze and troubleshoot customer issues.
Comfortable making decisions on issue resolution without supervision.
Demonstrates excellent verbal and written skills.
Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.

Proficient in the following areas:

Windows Operating system - Windows 7, 10, and 11
MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
Email support – O365, Exchange & POP
O365 and Azure Admin portal
MFA/2FA Applications (Duo, Azure, Okta, etc.)
Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.)

Basic network support:

Understanding of a domain/corporate IT environment including PC/Laptop setup
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware support:

Troubleshoot issues with laptops, desktops, and thin clients
USB device support and other peripherals

Security support:

Basic knowledge of security principals and best practices
Virus and malware identification and remediation.
Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)

Printer support:

Setup/install local, wireless, and network printers
Troubleshoot hardware printer issues

Mobile device support:

Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software.

Hourly Rate Range: $19.00 to $21.00
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.

About the Company

Blue Mantis

Provides managed IT, cybersecurity, cloud services

Blue Mantis delivers security-first IT solutions and services, helping mid-market and enterprise clients modernize their technology. It offers managed services, cybersecurity, and cloud offerings, combined with strategic guidance to help organizations adapt and grow through automation and innovation. The company achieves results by providing end-to-end digital technology services tailored to each client and aligning technology initiatives with business goals. What sets Blue Mantis apart is its 30+ year track record, a security-centric mindset, breadth of capabilities across modernization, security, and cloud, and a broad partner network with more than 1,500 clients across many industries. The goal is to enable clients to move quickly, reduce risk, and drive business growth through ongoing modernization and trusted technology leadership.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Portsmouth, NH
Founded: 1992

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