Blue Mantis

Help Desk Support Engineer

Blue Mantis

full-time

Posted on:

Location Type: Hybrid

Location: Pennsylvania • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureMacOS

About the role

  • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
  • 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%
  • Review and update Help Desk documentation as assigned
  • Review and create KB articles
  • Other functions as directed by management – 30% or as pre-determined by client’s needs.
  • Travel to remote sites with 45 minutes of the home office will be required one day a week.
  • Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed
  • Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed.
  • Work on tickets escalated by the level 1 engineers
  • Create ticket and return calls to customer by the set SLA.
  • Quickly and effectively communicate with customers within our SLA Work with vendor to resolve issues when required
  • Configure/image desktops or laptops
  • Continually update and improve our documentation of a customer environment.
  • Continuously improve upon technical skills sets within assigned areas of expertise
  • Continuously improve upon soft skill sets required to deliver outstanding customer service
  • Perform “Walk-In” activities for any employees that need technical assistance while onsite
  • Work on client assigned projects related
  • Continually maintain and improve customer environment 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 of the following**
  • Windows Operating system 10/11
  • MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
  • Email support – Exchange/O365 Administration
  • Azure/EntraID Active Directory Administration
  • Autopilot/Intune experience is a nice to have, but not a requirement
  • **Basic network support**
  • Understanding of domain/corporate IT environment PC/Laptop setup
  • Basic knowledge of network technologies (LAN, WAN, wireless)
  • VPN clients (Cisco, SonicWall, Fortinet, etc.)
  • **Computer hardware support**
  • Troubleshoot issues with laptops, desktops, and thin clients
  • USB device support and other peripherals
  • ****Printer support**
  • Setup/install local, wireless, and network printers
  • Troubleshoot hardware printer issues
  • ****Mobile device support**
  • Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
  • Install and troubleshoot broadband wireless devices and software

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 Operating System 10/11MS Office applicationsEmail supportActive Directory AdministrationBasic network supportComputer hardware supportPrinter support
Soft skills
customer servicemulti-taskinginvestigationanalysistroubleshootingdecision makingverbal communicationwritten communicationmotivation to learnknowledge-based improvement
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