Technical Support Engineer III
Applied Materials
Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location Type: Hybrid
Location: Tempe • Arizona • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidAzureMacOSServiceNow
About the role
- Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system.
- Responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
- Resolve problems reported via phone, web tickets or direct escalations – 50% of time.
- 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% of time; review and create KB articles.
- Perform other functions as directed by management – 30% or as pre-determined by client’s needs.
- Travel to remote sites within 45 minutes of the home office one day a week.
- Answer call center phone calls and resolve or escalate per SLA; acknowledge and work on incoming Help Desk web tickets by SLA.
- Work on tickets escalated by level 1 engineers; create tickets and return calls to customers by SLA.
- Work with vendors to resolve issues when required.
- Configure/image desktops or laptops and perform “Walk-In” activities for onsite employees.
- Continually maintain and improve customer environment documentation and contribute technical information to the knowledgebase.
- Continuously improve technical and soft skill sets; work on client-assigned projects.
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 the following: Windows 10/11; MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – 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)
- Troubleshoot issues with laptops, desktops, thin clients, USB devices, and peripherals
- Setup/install and troubleshoot local, wireless, and network printers
- Setup and troubleshoot mobile devices (iPhone, Windows Mobile, Android)
- Travel to remote sites within 45 minutes of the home office one day a week
- Applicants must be onsite 3 days a week which could increase to 5 days a week
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 10Windows 11MS OfficeEmail supportAzure Active Directory Administrationnetwork technologiestroubleshooting
Soft skills
customer servicemulti-taskingdecision makingverbal communicationwritten communicationproblem solvingmotivation to learnadaptabilitytime managementteam collaboration