EUX Engineer L2

@ Blue Mantis

Job Overview

The EUX Engineer L2 position at Blue Mantis provides first-level ticket support and serves as an escalation point for complex issues. In this role, you will also guide and support the Level I team, ensuring timely problem resolution for Managed Services contract clients.

Key Responsibilities

• Resolve problems reported via phone or web tickets.
• Provide first-level contact and timely problem resolution for customer issues.
• Assist Level I technicians with escalated issues and update Help Desk documentation.
• Communicate effectively with customers within the SLA timeframe.
• Work with vendors to resolve issues and configure desktops/laptops as needed.
• Continuously improve technical and soft skills in a fast-paced environment.
• Occasional work on holidays may be required.

Skills, Knowledge & Expertise

• 3-5+ years technical call center/help desk experience.
• Proficient with Windows OS, MS Office, M365, and EntraID administration.
• Intermediate network support and understanding of corporate IT.
• Hands-on experience with VPN, computer hardware, security tools, and mobile device support.
• Knowledge of Active Directory administration and security group creation.
• Experience with antivirus tools and IT troubleshooting.
• Industry certifications such as CompTIA A+, Network+, or HDI Support Center Analyst are preferred.

Additional Information

This role comes with competitive market compensation between $55,000 and $65,000 per year. Blue Mantis is an equal opportunity employer and provides reasonable accommodations for employees with disabilities.

Key skills/competency

• Ticket Support
• Escalation
• Customer Communication
• Windows OS
• MS Office
• Network Support
• Active Directory
• VPN
• Documentation
• Technical Troubleshooting