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

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Demonstrates proficiency in providing first-level technical support, troubleshooting, and resolving customer issues in a Managed Services environment. Skilled in maintaining documentation, utilizing ITSM applications, and supporting various operating systems and applications.

Highest-signal resume keywords

Service Desk ExperienceTechnical Assistance Over The PhoneProficient In Windows Operating SystemExperience With ITSM ApplicationsTroubleshooting Hardware Issues

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportWindows Operating SystemMS Office ApplicationsO365 AdministrationMFA/2FA ApplicationsNetwork TechnologiesVPN ClientsVirus And Malware RemediationPrinter Setup And Troubleshooting

Soft Skills

Excellent Verbal And Written SkillsMulti-taskingDecision MakingMotivated To Learn

Tools & Technologies

ServiceNowJIRAZendeskDuoAzureMimecastSophosCrowdstrikeO365Exchange

Industry Keywords

Managed ServicesHelp DeskITSMCustomer ServiceTechnical Support

Tech Stack

Tools & technologies

AndroidAzureITSMServiceNow

About the role

Key responsibilities & impact

Provide first-level technical support to Managed Services contracted clients
Resolve customer problems reported by phone or web tickets
Record, investigate, analyze, troubleshoot, resolve, or escalate problems and incidents
Provide timely communication on ticket status and resolution
Answer call center phone calls and acknowledge incoming Help Desk web tickets within SLA
Update and maintain Help Desk documentation and knowledgebase articles
Review and create knowledgebase articles
Work with vendors to resolve issues when required
Configure or image desktops and laptops as needed
Continually update and improve documentation of customer environments
Continuously improve technical skills and customer-service skills
Maintain regular, predictable, and punctual attendance
May occasionally work on holidays or weekends

Requirements

What you’ll need

3-5 years of Service Desk Experience
MSP Service Desk experience is a plus, but not a requirement
Experience with providing technical assistance over the phone
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
Proficient in Windows Operating system - Windows 7, 10, and 11
Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
Proficient in email support – O365, Exchange & POP
Proficient in O365 and Azure Admin portal
Proficient in MFA/2FA applications (Duo, Azure, Okta, etc.)
Proficient in spam filtration applications (Mimecast, Microsoft Spam, etc.)
Familiarity with ITSM (Ticketing System) applications (ServiceNow, JIRA, Zendesk, etc.)
Understanding of a domain/corporate IT environment including PC/Laptop setup
Basic knowledge of network technologies (LAN, WAN, wireless)
Knowledge of VPN clients (Cisco, SonicWall, Fortinet, etc.)
Ability to troubleshoot issues with laptops, desktops, and thin clients
USB device support and other peripherals
Basic knowledge of security principals and best practices
Virus and malware identification and remediation
Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)
Setup/install local, wireless, and network printers
Troubleshoot hardware printer issues
Setup and troubleshoot iPhone, Windows Mobile, Android, etc.
Install and troubleshoot broadband wireless devices and software