White Glove End User Support Engineer

Role description

EUS Engineer

Associate III - Cloud Infrastructure Services

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at

You Are:

UST is searching for an EUS Engineer who will provide second-level technical support to clients via phone, email, or remote access tools. Troubleshoot and resolve IT issues promptly and professionally.

The opportunity:

• Diagnose and solve hardware, software, and network-related issues. Escalate complex problems when needed.

• Establish and maintain strong client relationships by delivering excellent service, understanding client needs, and offering clear explanations.

• Maintain detailed records of incidents, solutions, and client interactions. Contribute to the knowledge base and best practices documentation.

• Stay updated on industry trends and emerging technologies. Share knowledge and assist in the professional development of the support team.

• Work closely with other support teams, including L1 support and field service technicians, 3rd party vendors to ensure a seamless support process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• Endpoint tools (SCCM / Intune good to have)

• Incident & ticket management (Service Now/Remedy) skills

• Knowledge of security tools (EDR like Sentinel One, Defender - optional but strong)

• Years of experience: 5-8

• Minimum Education Requirement:
Bachelor's degree

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role

Location:

Massachusetts

Compensation Range: $56,000-$84,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits.

Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here…