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.

Key Responsibilities

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.

Skills, Knowledge and Expertise

Qualifications:

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.

Work Environment:

• Onsite office setting with prolonged computer use and regular desk-side support activity.
• May require travel between assigned client locations and participation in client-scheduled onsite coverage.

Physical Requirements:

• Ability to sit for extended periods and operate standard computer and telephone equipment.
• Ability to lift, move, and install end-user computing equipment weighing up to 25 pounds, with or without reasonable accommodation.

Hourly Rate: $36.00 to $41.00

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.