Provides first-level remote technical support for managed-services clients through phone and web tickets. Responsibilities include troubleshooting and resolving end-user issues, administering accounts, documenting incidents, communicating ticket status, meeting service-level agreements, and escalating unresolved problems. The role requires multitasking across tickets, strong customer communication, continual technical learning, and occasional weekend or holiday availability.
The EUX Junior Engineer I provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.
The EUX Junior Engineer I is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.
The EUX Junior Engineer I is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration task.
Key Responsibilities
Essential Functions & Responsibilities:
- Resolve problems reported to the service desk by phone or web tickets
- Provide first-level contact and problem resolution for customer issues.
- Provide timely communication on ticket status and resolution.
- Other functions as directed by management
- Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
- Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
- Quickly and effectively communicate with customers within the set SLA.
- Continuously improve upon technical skills 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 or weekends.
Skills, Knowledge and Expertise
Experience in the Customer Service industry
A+ Certification preferred but not required
Enrolled in IT related class, certification training, or degree preferred, but not required.
Required
- 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.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
Hourly Rate $17.00 - $19.00 per hour.
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
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 the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
Work Environment:
- Ability to sit for extended periods
- Ability to use hands and fingers to operate a computer, telephone, and keyboard: This is crucial for most desk jobs.
Hourly Rate $17.00 to $19.00 Per Hour
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
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 the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
About
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
Blue Mantis Boston, Massachusetts, USA Office
First Avenue, Building 34, Suite 201, Boston, United States, 02129
Similar Jobs
Marketing Tech • Social Media • Software • Analytics • Business Intelligence
Manage a book of ~60 enterprise customers to drive adoption, retention, and expansion of Sprout's social media platform. Build executive relationships, run success cadences (MBRs, EBRs), surface risks, collaborate on renewals, and use data and generative AI tools to create ROI narratives and accelerate work. Partner with onboarding, professional services, and renewals to meet retention and growth KPIs.
Top Skills:
ClaudeGoogle SuiteGainsightGeminiSalesforceSprout SocialTableau
42 Minutes Ago
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Analyze malware, binary files, customer detection tickets, and machine learning detections to improve detection efficacy and reduce false positives. Review product detections, assess binary legitimacy, address internal detection questions, and provide insights to data science teams. The role collaborates with technical account managers, incident response teams, data scientists, and malware researchers. Required capabilities include malware analysis, reverse engineering, Python scripting, binary fundamentals, threat assessment, research methods, operating systems, and AI-assisted workflow improvement.
Top Skills:
AIAssemblyCC++JavaLinuxMachine LearningmacOSPythonWindowsWindows Api
Cloud • Fintech • Information Technology • Machine Learning • Software
Own a field-based territory and drive net-new business with accounting and bookkeeping partners. Develop migration strategies, increase Xero adoption and revenue, manage appointments, recruit and educate partners, deliver events and certification training, and maintain accurate Salesforce data for forecasting. The role requires strong account management, sales-target achievement, relationship-building, communication, presentation, and independent territory-management skills.
Top Skills:
CRMSalesforceXero Platform
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
