Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Help Desk Support Engineer - Onsite King of Prussia, Pennsylvania
Blue Mantis
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- This role will require applicants to be on site 3 days a week which could increase to 5 days a week onsite.\n
- Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system; Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.\n
- Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities; the technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.
Requirements
- 3-5 years of Help Desk support experience\n
- 2-5 years of Microsoft Entra ID or Azure AD Experience.\n
- 1-3 years of prior Customer Service experience\n
- Experience with providing technical assistance over the phone and customer facing interactions.\n
- Able to multi-task by working on multiple open tickets simultaneously.\n
- Experienced in working in a fast-paced environment with multiple priorities and projects.\n
- Able to investigate, analyze and troubleshoot customer issues.\n
- Comfortable making decisions on issue resolution without supervision.\n
- Demonstrates excellent verbal and written skills.\n
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.\n
- Windows/MacOS imaging and configuration\n
- Proficient in at least three of the following\n
- Windows Operating system 10/11\n
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)\n
- Email support – Exchange/O365 Administration\n
- Azure/EntraID Active Directory Administration\n
- Autopilot/Intune experience is a nice to have, but not a requirement\n
- Basic network support\n
- Understanding of domain/corporate IT environment PC/Laptop setup\n
- Basic knowledge of network technologies (LAN, WAN, wireless)\n
- VPN clients (Cisco, SonicWall, Fortinet, etc.)\n
- Computer hardware support\n
- Troubleshoot issues with laptops, desktops, and thin clients\n
- USB device support and other peripherals\n
- Printer support\n
- Setup/install local, wireless, and network printers\n
- Troubleshoot hardware printer issues\n
- Mobile device support\n
- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.\n
- Install and troubleshoot broadband wireless devices and software\n
