IT EUX Onsite Engineer - Onsite Boston MA Area

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., 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., May require travel between assigned client locations and participation in client-scheduled onsite coverage.

Required Typically 3-5 years of progressive desktop, field, service desk, or end-user computing support experience. Hands-on experience supporting Windows 11, macOS, Microsoft 365, enterprise applications, hardware, peripherals, printers, and mobile devices. Experience imaging, enrolling, deploying, refreshing, replacing, tracking, and securely retiring endpoints. Working knowledge of Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Company Portal, M365 and SCCM or comparable tools. Practical knowledge of TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, certificates, MFA, and endpoint network troubleshooting. Experience with ServiceNow, or a comparable ITSM platform, including ticket ownership, SLA management, documentation, and escalation. Ability to independently research and resolve complex issues, manage competing priorities, and recognize when escalation is required. Strong customer service, written communication, verbal communication, and executive-support skills. Ability to work collaboratively with remote support, infrastructure, security, application, and vendor teams. CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent training is preferred Exposure to specialized Financial Services applications (Bloomberg, etc.) is a plus., Ability to lift, move, and install end-user computing equipment weighing up to 25 pounds, with or without reasonable accommodation.

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.