Help Desk Support Engineer
Blue Mantis
full-time
Posted on:
Location Type: Hybrid
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob 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