Provide Level II help desk support for managed services clients: resolve phone and ticketed issues, escalate and assist Level I, maintain KB and documentation, configure endpoints, troubleshoot networks, security, printers and mobile devices, and communicate SLA status.
The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues.
Key Responsibilities
- Resolve problems reported to the call center by phone or web tickets.
- Provide first-level contact and problem resolution for customer issues.
- Provide timely communication on service ticket status and resolution.
- Assist Level I technicians with escalated issues.
- 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 entered into the call center by the SLA. Resolve or escalated as needed.
- Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
- Work on tickets escalated by Level I engineers.
- Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
- Quickly and effectively communicate with customers within the SLA timeframe.
- Work with vendor to resolve issues as required.
- Configure/image desktops or laptops as needed.
- Continually update and improve customer network documentation.
- 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.
Additional / Non-Essential Responsibilities:
- Research and contribute technical information to the internal knowledgebase.
- Develop expertise with GreenPages products and services to be used when working with customers.
Skills, Knowledge and Expertise
- 3-5+ years Technical Call Center/Help Desk experience
- Comfortable with working on multiple open tickets simultaneously.
- Comfortable with investigating, analyzing and troubleshooting client issues.
- Able to make decisions on service ticket resolution without supervision.
- Provide training to fellow team members and Level I engineers.
- Proficient in at the following:
- Windows Operating systems – Windows, 10-11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
- Intermediate network support:
- Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
- 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.
Active Directory Administration:
- Maintain user accounts in Active Directory
- Security Group creation
- Maintain user accounts for VPN sessions
Security:
- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
- Install and troubleshoot broadband wireless devices and software
- Familiarity with Security Applications (Sophos, Rapid7, etc.)
- Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
- Associates Degree in Information Technology or equivalent experience.
- At least 1 of the following relevant industry certifications is preferred:
- CompTIA A+
- Network+
- MCDST
- HDI-SCA – HDI Support Center Analyst
Blue Mantis is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.
Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.
About
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
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