Support Engineer

• 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.

Help Desk Support Engineer

Helpdesk Technical Support Specialist

Deskside Support Technician

Business Support Analyst – Reputation and Risk

Senior Business Support Analyst – Reputation and Risk

Process Support Engineer IV