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
- Provide onsite desktop support to customer end users in person, over the phone, and through ServiceNow ticketing system
- Receive and resolve ticket escalations, direct end-user escalations, and participate in Help Desk call queue
- Resolve problems reported via phone, web tickets or direct escalations and maintain ticket updates
- Provide first/second level contact and problem resolution for customer issues and timely communication on issue status
- Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
- Configure and image desktops or laptops and perform walk-in technical assistance while onsite
- Travel to remote client sites within 45 minutes of the home office as required (one day a week)
- Answer phone calls and acknowledge/work incoming Help Desk web tickets by SLA; resolve or escalate as needed
- Work on tickets escalated by level 1 engineers and create tickets/return calls to customers by SLA
- Work on client-assigned projects and continually improve customer environment documentation
- Research 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 providing technical assistance over the phone and customer-facing interactions
- Ability to multi-task and work on multiple open tickets simultaneously
- Experience working in a fast-paced environment with multiple priorities and projects
- Ability to investigate, analyze and troubleshoot customer issues
- Comfortable making decisions on issue resolution without supervision
- Excellent verbal and written communication skills
- Motivated to learn new skills and technology practices
- Windows and MacOS imaging and configuration experience
- Proficiency in at least three: Windows 10/11, MS Office apps, Exchange/O365 Administration, Azure/EntraID AD Administration
- Basic network support knowledge (LAN, WAN, wireless) and VPN clients (Cisco, SonicWall, Fortinet)
- Computer hardware troubleshooting (laptops, desktops, thin clients) and USB/peripherals support
- Printer setup/installation and troubleshooting (local, wireless, network printers)
- Mobile device support for iPhone, Windows Mobile, Android
- Willingness to travel to remote sites within 45 minutes of home office one day a week
ATS 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 OfficeExchange AdministrationAzure Administrationnetwork supportcomputer hardware troubleshooting
Soft skills
customer servicemulti-taskingproblem resolutiondecision makingcommunicationmotivation to learnanalytical skillstechnical assistancetime managementadaptability