Support Engineer

• This role will require applicants to be on site 3 days a week which could increase to 5 days a week onsite.
• Provide support to customer End Users in person, over the phone, and through ServiceNow Ticketing system.
• Problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
• Work on-location within a Blue Mantis client’s facilities; receive ticket escalations and participate in the Help Desk call queue.
• Resolve problems reported via phone, web tickets or direct escalations; provide first/second level contact and problem resolution.
• Provide timely communication on issue status and resolution and maintain ticket updates for all reported incidents.
• 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.
• Answer phone calls entered into the call center by the SLA; acknowledge and work on incoming Help Desk web tickets by the set SLA.
• Work on tickets escalated by level 1 engineers; create tickets and return calls to customers by the set SLA.
• Configure/image desktops or laptops; perform walk-in activities for onsite employees.
• Work on client assigned projects and continually maintain and improve customer environment documentation.
• Research and contribute technical information to the knowledgebase; continually improve technical and soft skills.

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