Desktop Support Engineer
Blue Mantis
AzureMacOSVoIP
Desktop Support Engineer
Blue Mantis
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSVoIP
About the role
- Onsite 2 days a week in Londonderry NH.
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 30%: 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.
- Update and maintain Help Desk Documentation and knowledgebase articles – 20%: Review and update Help Desk documentation as assigned; Review and create KB articles.
- Other functions as directed by management – 50% or as pre-determined by client’s needs.
- Typical/Critical Responsibilities: Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed; Acknowledge and work on incoming Help Desk web tickets by the set SLA to Resolve or escalate as needed; Work on tickets escalated by the level 1 engineers; Create ticket and return calls to customer by the set SLA; Quickly and effectively communicate with customers within our SLA requirements; Work with vendor to resolve issues when required; Configure/image desktops or laptops; Continually update and improve our documentation of a customer environment; Continuously improve upon technical skills sets within assigned areas of expertise; Continuously improve upon soft skill sets required to deliver outstanding customer service; Perform “Walk-In” activities for any employees that need technical assistance while onsite.
- Non-Essential/Other Job Functions: Work on client assigned projects related; Continually maintain and improve customer environment documentation; Research and contribute technical information to the knowledgebase.
Requirements
- 3-5 years of Help Desk support 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
- VOIP phone system issues and working with our vendor when programming issues or changes arise.
- New User onboarding, setting up hardware (i.e. Laptop/desktop computer, phone, company cell phone etc.)
- Terminated Employee offboarding, collecting company IT property and shutting off access.
- Building access badging, programming keys and managing access profiles.
- Quantum support to some level, also helping to escalate issues to the programmer Component Control.
- Manage spares inventory for hardware.
- User support for all hardware needs such as keyboards, mouse, computers, docking stations, printers etc.
- SharePoint and other Microsoft tools support.
- SharePoint application integrations and workflows to support SharePoint Intranet.
- 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/M365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune experience is a nice to have.
- Basic network support: Understanding of a domain/corporate IT environment including PC/Laptop setup; Basic knowledge network technologies (LAN/WAN wireless); VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Computer hardware support: Troubleshoot issues with laptops, desktops, & 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 & troubleshoot issue with iPhone/Windows Android; Install and troubleshoot broadband wireless devices & software.
