Support Engineer

• Provide support to customers’ end users in person, over the phone, and via ServiceNow ticketing system
• Problem determination, incident recording, and problem resolution for Blue Mantis clients
• Onsite 2 days a week in Londonderry NH; work on-location within client facilities
• Receive and work ticket escalations and participate in 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 per SLA
• Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
• Configure/image desktops and laptops; perform walk-in support for onsite employees
• Work on tickets escalated by level 1 engineers and collaborate with vendors to resolve issues
• Perform other functions as directed by management or client needs; work on client-assigned projects
• Continually improve technical and soft skills and maintain customer environment documentation

Desktop Support Engineer

Project Customer Support Analyst

Technical Support Specialist

Desktop Support Engineer

IT Technical Support Specialist