IT EUX II Engineer

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Blue Mantis

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

Blue Mantis is a versatile IT solutions company specializing in optimizing IT environments for cost efficiency and security. They provide managed services, cybersecurity and risk management, cloud solutions, carrier services, networking, and datacenter modernization. With expertise across multiple industries including finance, healthcare, public sector, and manufacturing, Blue Mantis tailors its services to fit the unique needs of its clients. Their aim is to drive digital transformation and foster innovation while prioritizing employee productivity and business growth. Blue Mantis also emphasizes the importance of creating modern workspaces and enhancing developer experiences. Their broad capabilities and strategic focus make them a valuable partner in navigating complex IT landscapes.

📋 Description

• Resolve problems reported to the call center by phone or web tickets • Provide first-level contact and problem resolution for customer issues • Communicate service ticket status and resolution within SLA timeframes • Assist Level I technicians with escalated issues • Work on tickets escalated by Level I engineers • Create tickets and return customer calls within standard SLA timeframes • Work with vendors to resolve issues as required • Configure and image desktops or laptops • Update, maintain, and improve Help Desk documentation and knowledgebase articles • Create and review knowledgebase articles • Research and contribute technical information to the internal knowledgebase • Develop expertise with GreenPages products and services for customer support • Provide training to fellow team members and Level I engineers • Maintain regular, predictable, and punctual attendance • May occasionally work on holidays

🎯 Requirements

• 3–5+ years of Technical Call Center/Help Desk experience • Ability to manage multiple open tickets simultaneously • Ability to investigate, analyze, and troubleshoot client issues • Ability to make service-ticket resolution decisions without supervision • Ability to provide training to team members and Level I engineers • Proficiency with Windows 10–11 • Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, and Project • M365 and Entra ID administration experience • Intermediate network support knowledge, including LAN, WAN, and wireless technologies • Understanding of domain/corporate IT environments, PC/laptop setup, and troubleshooting • Experience with VPN clients such as Cisco, SonicWall, or Fortinet • Computer hardware support for laptops, desktops, thin clients, USB devices, and peripherals • Basic knowledge of security principles and best practices • Virus and malware identification and remediation experience • Experience with antivirus and next-generation antivirus tools such as Sophos, Vipre, or CrowdStrike • Printer setup, installation, and hardware troubleshooting • Mobile-device setup and troubleshooting for iPhone, Windows Mobile, and Android • Broadband wireless device and software installation and troubleshooting • Active Directory administration, including user accounts and security groups • Familiarity with security applications such as Sophos and Rapid7 • Strong understanding of spam applications such as Defender, Mimecast, and Proofpoint • Associate degree in Information Technology or equivalent experience • At least one relevant industry certification preferred: CompTIA A+, Network+, MCDST, or HDI-SCA