About this role
The EUX Onsite Engineer is an advanced Level 1 resource who provides hands-on technical support within a Blue Mantis client environment. The role resolves issues requiring greater technical depth, physical access, or local coordination than a remote Level 1 engineer. The engineer owns incidents and requests through resolution or escalation, supports desk-side and walk-up needs, and performs endpoint deployment and lifecycle activities. Support is delivered onsite, by phone, through remote tools, and in the client’s ITSM platform.
Essential Functions & Responsibilities
- Provide onsite Level 1 and selected Level 2 support for endpoint, application, identity, connectivity, mobile-device, printer, and peripheral issues.
- Diagnose hardware and desk-side issues, replace approved components and peripherals, complete device swaps, and coordinate warranty repairs.
- Build, image, enroll, configure, deploy, refresh, reclaim, and retire Windows and macOS devices.
- Support Microsoft 365, Active Directory, Microsoft Entra ID, Intune, Windows Autopilot, Company Portal, and client-standard endpoint tools within assigned permissions.
- Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, certificates, and endpoint connectivity; document findings before escalation.
- Support conference rooms, Microsoft Teams Rooms, displays, cameras, microphones, headsets, and related audiovisual equipment.
- Accept escalations from remote Level 1 engineers when physical presence or deeper troubleshooting is required.
- Manage walk-up requests and escalations while maintaining accurate ITSM notes, user communications, categorization, asset records, and resolution details.
- Support onboarding, offboarding, office moves, new-hire setups, device refreshes, software deployments, and assigned projects.
- Provide timely status updates, set expectations, and confirm restoration before ticket closure.
- Coordinate with Blue Mantis Service Desk leadership, client leadership, internal teams, and vendors to maintain service alignment.
- Maintain knowledge articles, procedures, inventory records, site documentation, and customer environment information.
- Provide scheduled phone or queue coverage when directed and onsite demand permits.