EUX Associate L1 Engineer

Blue Mantis

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

Posted 11/12/2026full-timeUnited StatesJuniorMid-Level💰 $19 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in providing first-level technical support and troubleshooting for Managed Services clients, with a strong focus on customer service and effective communication. Capable of managing multiple tickets and resolving issues efficiently while maintaining documentation and knowledgebase articles.

Highest-signal resume keywords

Service Desk ExperienceTechnical Assistance Over The PhoneProficiency With Windows 7, 10, And 11Experience With ITSM Ticketing ApplicationsAbility To Troubleshoot Hardware And Software Issues

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportWindows Operating SystemsMicrosoft Office ApplicationsO365 AdministrationLAN/WAN TechnologiesVPN ConfigurationAntivirus ToolsPrinter Setup And TroubleshootingMobile Device Support

Soft Skills

Excellent Verbal And Written CommunicationMultitaskingDecision-MakingMotivation To LearnCustomer Service Orientation

Tools & Technologies

ServiceNowJIRAZendeskO365Azure Admin PortalsDuoMimecastCisco VPNSonicWallFortinet

Industry Keywords

Managed ServicesHelp DeskITSMSLATechnical SupportCustomer IssuesKnowledgebase ArticlesFast-Paced EnvironmentSecurity PrinciplesVirus Remediation

Tech Stack

Tools & technologies

AndroidAzureITSMServiceNow

About the role

Key responsibilities & impact

Provide first-level technical support to Managed Services contracted clients
Serve as the front line in the Service Desk Call Center
Resolve customer issues by phone or web ticket from initial contact through troubleshooting, research, and final resolution
Record and determine problems/incidents
Communicate ticket status and resolution within service-level agreements
Maintain and update Help Desk documentation and knowledgebase articles
Review and create knowledgebase articles
Answer call-center phone calls and resolve or escalate issues according to SLA
Acknowledge and work incoming Help Desk web tickets according to SLA
Work with vendors to resolve issues when required
Configure or image desktops and laptops as needed
Update and improve documentation of customer environments
Continuously improve technical and customer-service skills
Maintain regular, predictable, and punctual attendance
May occasionally work holidays or weekends

Requirements

What you’ll need

1-3 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 (2000-2016)
Experience with email support using O365, Exchange, and POP
Proficiency with O365 and Azure Admin portals
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 applications such as ServiceNow, JIRA, and Zendesk
Understanding of domain/corporate IT environments, including PC/laptop setup
Basic knowledge of LAN, WAN, and wireless network technologies
Familiarity 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
Ability to identify and remediate 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 hardware printer issues
Ability to set up and troubleshoot iPhone, Windows Mobile, and Android devices
Ability to install and troubleshoot broadband wireless devices and software