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.
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Department
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Blue Mantis
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Employment Type
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Full Time
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Location
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Remote
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Workplace type
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Fully remote
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Reporting To
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Chris Moran
Key Responsibilities
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
Provide timely communication on issue status and resolution
Maintain ticket updates for all reported incidents.
Update and maintain Help Desk Documentation and knowledgebase articles - 20%
Review and update Help Desk documentation as assigned
Review and create KB articles
Other functions as directed by management - 30% or as pre-determined by client's needs.
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 escalate 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
Perform "Walk-In" activities for any employees that need technical assistance while onsite
Non-Essential/Other Job Functions:
Work on client assigned projects related
Continually maintain and improve customer environment documentation
Research and contribute technical information to the knowledgebase
Skills, Knowledge & Expertise
Job Requirements:
3-5 years of Help Desk support experience
1-3 years of prior Customer Service experience
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
MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) - 2000-2016
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
About Blue Mantis
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, Abry Partners. Apply Now
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GreenPages
Jan 21, 2025