Customer Support Engineer
GreenPowerMonitor, a DNV company
AzureCloudSQL
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location Type: Hybrid
Location: King of Prussia • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- 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.
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 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
- Proficient in at least three of: Windows 10/11; MS Office applications; Exchange/O365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune (nice to have)
- Basic knowledge of network technologies (LAN, WAN, wireless) and VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, thin clients, USB devices and other peripherals
- Setup/install and troubleshoot local, wireless, and network printers
- Setup and troubleshoot mobile devices (iPhone, Windows Mobile, Android)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Help Desk supportMicrosoft Entra IDAzure ADWindows imagingMacOS imagingWindows 10MS OfficeExchange AdministrationAzure Active Directory Administrationnetwork technologies
Soft skills
customer servicemulti-taskingproblem-solvingdecision-makingverbal communicationwritten communicationmotivation to learnanalytical skillstime managementadaptability
