EUX Engineer L2 Support

Blue Mantis is seeking an experienced EUX Engineer (Level 2) to join our Managed Services team. As a technology solutions provider specializing in IT optimization, cybersecurity, and cloud solutions, we empower diverse industries to enhance productivity and secure their digital environments. This remote role is ideal for a proactive, team-oriented individual who excels at technical troubleshooting, client support, and mentoring junior staff.

Job Overview

The EUX Engineer L2 provides advanced technical support for managed services clients, serving as an escalation point for complex technical issues and guiding Level I team members. You will diagnose and resolve a variety of endpoint, network, and security challenges while contributing to continuous service improvement and client satisfaction.

Key Responsibilities

• Deliver Level 2 support for managed services clients, resolving escalated technical issues efficiently.
• Guide and train Level I team members, fostering knowledge sharing and skill development.
• Investigate, analyze, and troubleshoot client issues across Windows, network, and security domains.
• Manage multiple open tickets, ensuring timely and accurate resolution without supervision.
• Administer user accounts, security groups, and permissions in Active Directory and related platforms.

Required Skills & Qualifications

• 3-5+ years in a technical call center/help desk environment.
• Proficiency with Windows 10/11, MS Office, and M365/EntraID administration.
• Intermediate understanding of network technologies (LAN, WAN, VPN clients).
• Experience with endpoint troubleshooting, including laptops, desktops, and peripherals.
• Solid knowledge of cybersecurity tools, principles, and best practices.
• Familiarity with antivirus/next-gen antivirus tools (Sophos, Crowdstrike, etc.).
• Ability to support and troubleshoot mobile devices and broadband wireless technologies.
• Experience maintaining user accounts and security groups in Active Directory.
• Proactive, team-oriented attitude with strong decision-making and communication skills.