Support Engineer

• Onsite Desktop Support Technician provides support to customers’ End Users both in person, over the phone, and through ServiceNow Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
• Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 30%
• 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 – 50% or as pre-determined by client’s needs.
• Typical/Critical Responsibilities
• 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 to 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 requirements.
• 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.
• Non-Essential/Other Job Functions:
• Work on client assigned projects related
• Continually maintain and improve customer environment documentation.
• Research and contribute technical information to the knowledgebase.

Desktop Support Engineer

Project Customer Support Analyst

Technical Support Specialist

IT Technical Support Specialist

Desktop Support Engineer