Help Desk Support Engineer
Blue Mantis
AndroidAzureMacOSServiceNow
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location Type: Office
Location: Canton • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Resolve problems reported via phone, web tickets or direct escalations
- Provide first/second level contact and problem resolution for customer issues
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all reported incidents and work within SLA
- Update and maintain Help Desk documentation and knowledgebase articles
- Review and create KB articles
- Travel to remote client sites within 45 minutes of the home office one day a week
- Answer call center phone calls and acknowledge incoming Help Desk web tickets by set SLA
- Work on tickets escalated by level 1 engineers and escalate as needed
- Create tickets and return calls to customers by the set SLA
- Work with vendors to resolve issues when required
- Configure/image desktops or laptops and perform walk-in technical assistance
- Continually update and improve customer environment documentation
- Participate in client-assigned projects and contribute technical information to the knowledgebase
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 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 (domain/corporate PC/Laptop setup; LAN, WAN, wireless; VPN clients such as Cisco, SonicWall, Fortinet)
- Computer hardware support (laptops, desktops, thin clients; USB devices and peripherals)
- Printer support (local, wireless, and network printers; hardware troubleshooting)
- Mobile device support (iPhone, Windows Mobile, Android; broadband wireless devices and software)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk supportMicrosoft Entra IDAzure ADWindows 10Windows 11MS Office applicationsEmail supportAzure Active Directory AdministrationBasic network supportComputer hardware support
Soft skills
customer servicemulti-taskingproblem-solvingdecision-makingverbal communicationwritten communicationmotivation to learnknowledge-based improvementanalytical skillsinterpersonal skills