Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Provide onsite desktop support to customer End Users in person, over the phone, and through ServiceNow Ticketing system.
- Resolve problems reported via phone, web tickets or direct escalations; receive ticket escalations and participate in Help Desk call queue.
- Problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
- Maintain ticket updates for all reported incidents and provide timely communication on issue status and resolution within SLA.
- Update and maintain Help Desk Documentation and knowledgebase articles; review and create KB articles.
- Configure/image desktops or laptops; perform Walk-In activities for onsite employees needing technical assistance.
- Travel to remote sites within 45 minutes of the home office one day a week; onsite 3 days a week (may increase to 5 days) and travel as directed by client needs.
- Work on tickets escalated by level 1 engineers; create tickets and return calls to customer by the set SLA.
- Work on client assigned projects and continually improve technical and soft skill sets.
Requirements
- 3-5 years of Help Desk support experience
- 2-5 years of Microsoft Entra ID or Azure AD Experience.
- 1-3 years of prior Customer Service experience
- Experience with providing technical assistance over the phone and customer facing interactions.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
- Windows/MacOS imaging and configuration
- Proficient in at least three of the following: Windows Operating system 10/11; MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – Exchange/O365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune experience (nice to have)
- Basic network support: Understanding of domain/corporate IT environment PC/Laptop setup; Basic knowledge of network technologies (LAN, WAN, wireless); VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Computer hardware support: Troubleshoot issues with laptops, desktops, and thin clients; USB device support and other peripherals
- Printer support: Setup/install local, wireless, and network printers; Troubleshoot hardware printer issues
- Mobile device support: Setup and troubleshoot issue with iPhone, Windows Mobile, Android; Install and troubleshoot broadband wireless devices and software
