Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location: Arizona • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Provide onsite and remote support to customer End Users in person, over the phone, and through the ServiceNow ticketing system.
- Problem determination, incident recording, and problem resolution for Blue Mantis clients.
- Receive ticket escalations, participate in the Help Desk call queue, and resolve or escalate issues per SLA.
- Maintain ticket updates and communicate issue status and resolution in a timely manner.
- Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles.
- Configure/image desktops or laptops and perform walk-in activities for employees needing technical assistance while onsite.
- Travel to remote client sites within 45 minutes of the home office one day per week; onsite presence required 3 days/week (may increase).
- Work on tickets escalated by level 1 engineers, collaborate with vendors, and work on client-assigned projects.
- Continuously improve technical and soft skill sets and contribute technical information to the knowledgebase.
Requirements
- This role will require applicants to be on site 3 days a week which could increase to 5 days a week.
- Travel to remote sites within 45 minutes of the home office required one day a week.
- 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.
- Experience with ServiceNow ticketing system
- 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 (nice to have)
- Basic knowledge of network technologies (LAN, WAN, wireless); VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients; USB device and peripheral support
- Setup/install local, wireless, and network printers; Troubleshoot hardware printer issues
- Setup and troubleshoot mobile devices (iPhone, Windows Mobile, Android)
- Experience configuring/imaging desktops or laptops
