Associate Software Engineer, Frontend
Lucidworks
JenkinsSCSSTypeScript
IT EUX Engineer, L2
Blue Mantis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $65,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Android
About the role
- Support Managed Services contract clients as the L2 EUX Engineer (first-level ticket support and escalation point)
- Provide guidance and support to the Level I team and train technicians
- Resolve problems reported to the call center by phone or web tickets and provide first-level contact and problem resolution
- Provide timely communication on service ticket status and resolution and create tickets/return calls within SLA guidelines
- Assist Level I technicians with escalated issues and work on tickets escalated by Level I engineers
- Update, review and maintain Help Desk documentation and knowledgebase articles; research and contribute technical information to internal KB
- Configure and image desktops or laptops as needed and troubleshoot hardware, peripherals, printers, and mobile devices
- Work with vendors to resolve issues and continually update customer network documentation
- Continuously improve technical and soft skills to deliver outstanding customer service in a fast paced environment
- May occasionally need to work on holidays
Requirements
- 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 Windows 10-11
- Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
- Intermediate network support including LAN, WAN, wireless and domain/corporate IT environment
- Experience with VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot laptops, desktops, thin clients, USB devices and other peripherals
- Setup/install and troubleshoot local, wireless, and network printers
- Mobile device setup and troubleshooting (iPhone, Windows Mobile, Android)
- Basic knowledge of security principles and best practices
- Virus and malware identification and remediation
- Experience with Antivirus/Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike) and security applications (Rapid7)
- Familiarity with spam applications (Defender, Mimecast, Proofpoint)
- Active Directory administration, security group creation, and VPN account maintenance
- Associates Degree in Information Technology or equivalent experience
- Preferred certifications: CompTIA A+, Network+, MCDST, HDI-SCA
- Regular, predictable and punctual attendance; may occasionally need to work on holidays
Benefits
- 100% Remote (US only)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical Call Center experienceHelp Desk experienceWindows 10-11MS Office applicationsM365 administrationEntraID administrationIntermediate network supportVPN clientsActive Directory administrationVirus and malware identification
Soft skills
Customer serviceProblem resolutionTrainingDecision makingCommunicationTeam supportTime managementAdaptabilityAttention to detailCollaboration
Certifications
CompTIA A+Network+MCDSTHDI-SCA
