Job Url: https://www.remoterocketship.com/company/bluemantis-2/jobs/it-eux-engineer-l1-united-states-remote Job Description: Blue Mantis Website LinkedIn All Job Openings Blue Mantis is a technology solutions provider that specializes in optimizing IT environments for cost, efficiency, and security. They offer a range of managed services including cybersecurity, cloud solutions, and networking, designed to enhance productivity and support diverse industries such as finance, healthcare, and manufacturing. With a focus on innovation and tailored strategies, Blue Mantis supports businesses in navigating digital transformations and securing their IT infrastructure. Cloud Services • Advanced Virtualization • IT Transformation Services • End User Computing • Managed IT Services 201 - 500 employees 🔒 Cybersecurity IT EUX Engineer L1 6 hours ago 🇺🇸 United States – Remote 💵 $19 - $24 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 Frontend Engineer Android Azure MacOS ServiceNow Apply Now Receive Emails with Similar Jobs Report problem 📋 Description • The EUX Engineer provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. • The EUX Engineer is responsible for problem determination, problem/incident recording, and problem resolution for various clients of Blue Mantis. • EUX Engineers typically work on-location within a Blue Mantis client’s facilities. • The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue. • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations. • Provide first/second level contact and problem resolution for customer issues. • Provide timely communication on issue status and resolution. • Maintain ticket updates for all reported incidents. • 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 or as pre-determined by client’s needs. • Travel to remote sites within 1 hour from home may be required one day a week. 🎯 Requirements • Experience with providing technical assistance over the phone and customer facing interactions. • 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. • Windows/MacOS imaging and configuration. • Proficient in at least three of the following: • Windows Operating system 10/11 • Microsoft Office applications (Outlook,Word, Excel,PowerPoint,Visio,Project) • Email support – Exchange/O365 Administration • Azure/EntraID Active Directory Administration • Autopilot/Intune experience is a nice to have, but not a requirement. • 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. • Printer support: • Setup/install local, wireless, and network printers. • Troubleshoot hardware printer issues. • Mobile device support: • Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc. • Install and troubleshoot broadband wireless devices and software. • 3-5 years of Help Desk support experience. • 1-3 years of prior Customer Service experience.