Blue Mantis

Desktop Support Engineer

Blue Mantis

full-time

Posted on:

Location: 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $70,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureMacOSVoIP

About the role

  • Onsite 2 days a week in Londonderry NH
  • 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
  • Review and update Help Desk documentation as assigned
  • Review and create KB articles
  • Answer phone calls entered into the call center by the SLA; Resolve or escalate 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 documentation of a customer environment
  • Continuously improve technical skills sets within assigned areas of expertise
  • Continuously improve soft skill sets required to deliver outstanding customer service
  • Perform “Walk-In” activities for any employees that need technical assistance while onsite
  • Work on client assigned projects related and maintain 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 10/11; MS Office applications; Exchange/M365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune experience (nice to have).
  • Basic network support: Understanding of 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 laptops, desktops, thin clients; USB device support and peripherals.
  • Printer support: Setup/install local, wireless, and network printers; Troubleshoot hardware printer issues.
  • Mobile device support: Setup & troubleshoot iPhone/Windows Android; Install and troubleshoot broadband wireless devices & software.