EUX Engineer - US Remote

EUX I Engineer - US Remote Only

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $19.00 - $24.00 / hour

The hours for this position are from 12AM to 9AM Saturday - Wednesday.

The EUX Engineer provides support to customer’s End Users both in person, over the phone, and through Service Now Ticketing system. The EUX Engineer is responsible for problem determination, problem/incident recording, and problem resolution for various clients of Blue Mantis.

The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.

Essential Job Functions
:

Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%. Provide first/second level contact and problem resolution for customer issues

Typical/Critical Responsibilities
:

• Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed
• Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or elevate as needed.
• Work on tickets escalated by the level 1 engineers
• Create ticket and return calls to customer by the set SLA.
• Quickly and effectively communicate with customers within our SLA
• Work with vendor to resolve issues when required
• Configure/image desktops or laptops
• 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

Non-Essential/Other

Job Functions:

Job 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/Entra
  
  ID 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, Sonic Wall, 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

Please note:
This range is based on our market pay structures. However, individual salaries and hourly pay rates 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…