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 End Users in person, over the phone, and through ServiceNow Ticketing system
- Problem determination, incident recording, and problem resolution for Blue Mantis clients
- Work on-location within a client’s facilities and participate in Help Desk call queue
- Resolve problems reported via phone, web tickets or direct escalations; acknowledge and work on incoming Help Desk web tickets by SLA
- Provide timely communication on issue status and resolution; 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; resolve or escalate as needed
- Work on tickets escalated by level 1 engineers and create tickets/return calls by SLA
- Configure/image desktops or laptops; perform walk-in technical assistance onsite
- Work on client-assigned projects related to customer environments; continually maintain and improve 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 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: Windows 10/11; MS Office (Outlook, Word, Excel, PowerPoint, Visio, Project); Email support – Exchange/O365 Administration; Azure/EntraID Active Directory Administration
- Autopilot/Intune experience is nice to have
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
- Setup/install local, wireless, and network printers and troubleshoot hardware printer issues
- Mobile device support (iPhone, Windows Mobile, Android)
- Ability to travel to remote sites within 45 minutes of the home office one day a week
- Ability to be onsite at client locations 3 days a week (may increase to 5 days)
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 AdministrationWindows/MacOS imagingnetwork technologies
Soft skills
customer servicemulti-taskingproblem-solvingdecision-makingverbal communicationwritten communicationmotivation to learnanalytical skillstime managementadaptability