Blue Mantis

Help Desk Support Engineer

Blue Mantis

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureMacOSServiceNow

About the role

  • Provide support to customer’s End Users in person, over the phone, and through ServiceNow Ticketing system.
  • Problem determination, incident recording, and problem resolution for Blue Mantis clients.
  • Work on-location within a Blue Mantis client’s facilities and participate in the Help Desk call queue.
  • Resolve problems reported via phone, web tickets or direct escalations; maintain ticket updates and meet SLA.
  • Provide first/second level contact and problem resolution; answer phone calls and acknowledge and work on incoming Help Desk web tickets by the set SLA.
  • Update and maintain Help Desk Documentation and knowledgebase articles; review and create KB articles.
  • Travel to remote sites within 45 minutes of the home office one day a week.
  • Configure/image desktops or laptops; continually update and improve customer environment documentation.
  • Work on tickets escalated by level 1 engineers and work with vendors to resolve issues when required.
  • Perform “Walk-In” activities for employees needing technical assistance while onsite.
  • Work on client assigned projects; continually improve technical and soft skills required to deliver customer service.

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 is a nice to have, but not a requirement
  • Basic knowledge of network technologies (LAN, WAN, wireless) and domain/corporate IT environment PC/Laptop setup
  • VPN clients (Cisco, SonicWall, Fortinet, etc.)
  • Troubleshoot issues with laptops, desktops, and thin clients
  • USB device support and other peripherals
  • Setup/install local, wireless, and network printers and troubleshoot hardware printer issues
  • Mobile device support: iPhone, Windows Mobile, Android; broadband wireless devices and software