EUX Associate L1 Engineer

Blue Mantis

. Provide first-level technical support to Managed Services contracted clients .

Posted 10/9/2026full-timeCharlestown • Massachusetts • United StatesMid-Level💰 $21 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing first-level technical support, troubleshooting, and resolving customer issues efficiently while maintaining effective communication. Proficient in managing multiple service desk tickets and familiar with ITSM tools and various technical environments.

Highest-signal resume keywords

Service Desk ExperienceTechnical Assistance Over The PhoneProficiency With Windows 7, 10, And 11Familiarity With ITSM/Ticketing SystemsAbility To Troubleshoot Laptops And Desktops

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk ExperienceTechnical TroubleshootingWindows 7, 10, And 11 ProficiencyO365 And Azure Admin PortalVPN Client ExperienceAntivirus Tools FamiliarityLAN And WAN KnowledgePrinter TroubleshootingMFA/2FA Applications FamiliarityVirus And Malware Remediation

Soft Skills

Excellent Verbal And Written CommunicationAbility To MultitaskDecision-Making Without SupervisionMotivation To Learn New Skills

Tools & Technologies

Microsoft Office ApplicationsServiceNowJIRAZendeskDuoAzureMimecastCisco VPNSonicWall VPNFortinet VPN

Industry Keywords

Managed ServicesHelp Desk DocumentationCustomer EnvironmentsIT EnvironmentsTechnical SupportCall Center OperationsFast-Paced EnvironmentTicket Status CommunicationKnowledge Base ArticlesDesktop And Laptop Configuration

Tech Stack

Tools & technologies

AndroidAzureITSMServiceNow

About the role

Key responsibilities & impact

Provide first-level technical support to Managed Services contracted clients
Determine, record, and resolve customer problems and incidents
Provide phone-based and remote technical support from initial contact through troubleshooting, research, and final resolution
Resolve service desk issues received by phone or web tickets
Provide timely communication on ticket status and resolution
Answer call center phone calls within the SLA; resolve or escalate issues as needed
Acknowledge and work incoming Help Desk web tickets within the SLA; resolve or escalate as needed
Communicate quickly and effectively with customers within the SLA
Work with vendors to resolve issues when required
Configure and image desktops or laptops as needed
Update and maintain Help Desk documentation and knowledgebase articles
Review and create knowledge base articles
Continually update and improve documentation of customer environments
Continuously improve technical skills within assigned areas of expertise
Perform other functions as directed by management

Requirements

What you’ll need

3-5 years of Service Desk Experience
MSP Service Desk experience is a plus, but not a requirement
Experience providing technical assistance over the phone
Ability to multitask across multiple open tickets simultaneously
Experience working in a fast-paced environment with multiple priorities and projects
Ability to investigate, analyze, and troubleshoot customer issues
Ability to make decisions on issue resolution without supervision
Excellent verbal and written skills
Motivation to learn new skills and technology practices
Proficiency with Windows 7, 10, and 11
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, and Project
Experience with O365, Exchange, POP, O365 and Azure Admin portal
Familiarity with MFA/2FA applications such as Duo, Azure, and Okta
Familiarity with spam filtration applications such as Mimecast and Microsoft Spam
Familiarity with ITSM/ticketing systems such as ServiceNow, JIRA, and Zendesk
Understanding of domain/corporate IT environments, including PC/laptop setup
Basic knowledge of LAN, WAN, and wireless technologies
Experience with VPN clients such as Cisco, SonicWall, and Fortinet
Ability to troubleshoot laptops, desktops, thin clients, USB devices, and peripherals
Basic knowledge of security principles and best practices
Experience identifying and remediating viruses and malware
Familiarity with antivirus and next-generation antivirus tools such as Sophos, Vipre, and CrowdStrike
Ability to set up and install local, wireless, and network printers
Ability to troubleshoot printer hardware issues
Ability to set up and troubleshoot iPhone, Windows Mobile, and Android devices
Ability to install and troubleshoot broadband wireless devices and software
Regular, predictable, and punctual attendance
May occasionally need to work on holidays or weekends