Help Desk Engineer L2 - Remote

This is an opportunity to excel as a Remote Help Desk Engineer L2 at Blue Mantis, providing essential support and escalation assistance to clients. Your role will be key in problem-solving and improving client satisfaction.
In the EUX Engineer L2 role, you will be responsible for timely issue resolution and continuous improvement in customer service. Contributing to the Level I support team, you will ensure effective ticket handling and communication while maintaining thorough Help Desk documentation and knowledge articles.
Key Responsibilities:
• Provide first-level support for client issues
• Liaise with Level I engineers to manage escalated tickets
• Document and improve Help Desk processes
• Configure and troubleshoot hardware and software setups
• Ensure compliance with SLA for service tickets
Requirements:
• Minimum 3-5 years of Help Desk experience
• Strong familiarity with Windows and MS Office
• Knowledge of VPN clients and network troubleshoot...