DescriptionThe EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues.Department : Blue MantisLocation : RemoteCompensation : $25.00 - $28.00 per hourKey ResponsibilitiesResolve problems reported to the call center by phone or web tickets.Provide first‑level contact and problem resolution for customer issues.Provide timely communication on service ticket status and resolution.Assist Level I technicians with escalated issues.Update and maintain Help Desk Documentation and knowledgebase articles.Review and update Help Desk documentation as assigned.Review and create KB articles.Other functions as directed by management.Answer phone calls entered into the call center by the SLA. Resolve or escape as needed.Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escape as needed.Work on tickets escalated by Level I engineers.Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.Quickly and effectively communicate with customers within the SLA timeframe.Work with vendor to resolve issues as required.Configure/image desktops or laptops as needed.Continually update and improve customer network documentation.Continuously improve upon technical skill sets within assigned areas of expertise.Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.Regular, predictable and punctual attendance. May occasionally need to work on holidays.Additional / Non‑Essential ResponsibilitiesResearch and contribute technical information to the internal knowledgebase.Develop expertise with GreenPages products and services to be used when working with customers.Skills, Knowledge & Expertise3‑5+ years Technical Call Center/Help Desk experience.Comfortable with working on multiple open tickets simultaneously.Comfortable with investigating, analyzing and troubleshooting client issues.Able to make decisions on service ticket resolution without supervision.Provide training to fellow team members and Level I engineers.Proficient inWindows Operating systems – Windows 10‑11.MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project).M365 and EntraID administration.Intermediate Network SupportUnderstanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.Basic knowledge of network technologies (LAN, WAN, wireless).VPN clients (Cisco, SonicWall, Fortinet, etc.).Computer Hardware SupportUnderstanding of a domain/corporate IT setting including PC/Laptop setup and troubleshooting steps.Basic knowledge of network technologies (LAN, WAN, wireless).VPN clients (Cisco, SonicWall, Fortinet, etc.).Printer SupportSetup/install local, wireless,



and network printers.Troubleshoot hardware printer issues.Mobile Devices SupportSetup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.Install and troubleshoot broadband wireless devices and software.Active Directory AdministrationMaintain user accounts in Active Directory.Security Group creation.Maintain user accounts for VPN sessions.SecuritySetup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.Install and troubleshoot broadband wireless devices and software.Familiarity with Security Applications (Sophos, Rapid7, etc.).Strong understanding of Spam applications (Defender, Mimecast, Proofpoint).EducationAssociate’s Degree in Information Technology or equivalent experience.Preferred CertificationsCompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst.We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required.#J-18808-Ljbffr

📌 Help Desk Engineer - Remote Canada Only - $25 - $28 An Hour - Remote (Winnipeg)
🏢 Blue Mantis
📍 Winnipeg