IT EUX II Engineer (IT Support)

TL;DR

IT EUX II Engineer (IT Support): Providing high-level technical support and serving as an escalation point for managed services clients with an accent on end-user experience and system administration. Focus on resolving complex tickets, guiding Level I technicians, and maintaining comprehensive knowledgebase documentation.

Location: Remote (Must be based in the US)

Company

A leading strategic digital technology services provider specializing in managed services, cybersecurity, and cloud solutions for mid-market and enterprise organizations.

What you will do

• Resolve technical issues reported via phone or web tickets within SLA guidelines.
• Serve as an escalation point for Level I technicians and provide team guidance.
• Configure and image desktops or laptops as required.
• Update and maintain Help Desk documentation and internal knowledgebase articles.
• Coordinate with vendors to resolve complex technical issues.
• Administer user accounts, security groups, and VPN sessions in Active Directory and EntraID.

Requirements

• 3-5+ years of experience in a Technical Call Center or Help Desk environment.
• Proficiency in Windows 10-11 and M365/EntraID administration.
• Experience with Active Directory and basic network technologies (LAN, WAN, wireless).
• Ability to troubleshoot laptops, desktops, thin clients, and mobile devices.
• Knowledge of antivirus/EDR tools (e.g., Sophos, Crowdstrike) and spam filters (e.g., Mimecast).
• Must be based in the US.

Nice to have

• Associates Degree in Information Technology or equivalent experience.
• Industry certifications such as CompTIA A+, Network+, MCDST, or HDI-SCA.

Culture & Benefits

• Fully remote work environment.
• Opportunity to work with a leading strategic digital technology services provider.
• Inclusive environment committed to diversity and equal opportunity.