Help Desk Support Engineer
Blue Mantis
AndroidAzureMacOSServiceNow
Customer Support Engineer
GreenPowerMonitor, a DNV company
full-time
Posted on:
Location Type: Hybrid
Location: Corvallis • Oregon, Pennsylvania, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AzureCloudSQL
About the role
- Act as front-line support, answering installation, licensing and environment questions for desktop and web-based products
- Take calls or respond to emails from external clients about installation or licensing issues on Cascade desktop and Web applications and explain resolutions using FAQs or prior cases
- Take first-line calls about web-based products to determine root-cause (Cloud vs on-premises deployment)
- Monitor and answer Client Support phone during business hours, accurately log cases in Salesforce CRM and transfer calls when needed
- Continuously monitor Client Support mailbox and sort/route emails based on predefined rules
- Complete requests for access to Customer Portal and determine access eligibility
- Follow procedures for escalating issues to experts, management, or other DNV groups
- Build and develop FAQ documents for internal/external use based on support cases
- Share knowledge about resolved issues and unique web-based product configurations
- Work on a dynamic hybrid schedule (typically three days per week in a DNV office or client location)
Requirements
- Bachelor's of Science Degree in Computer Science or equivalent work experience
- Minimum of Five (5) years of IT technical background, including troubleshooting network infrastructure, client/desktop environments, and web application
- Basic database skills including SQL
- Ability to guide non-technical person through technical steps to resolve a problem over the phone
- Ability to do documentation review and edits
- Able to work in a team or alone to resolve customer issues
- Innovative thinking and problem solving
- Strong written and verbal English communication skills
- Pre-employment drug and background screening
- Preferred: Experience using Salesforce customer information system
- Preferred: Experience with Azure or other cloud technology
- Preferred: Knowledge of the electric utility industry
- Immigration-related employment benefits (visa sponsorship) not available
Benefits
- Generous paid time off (vacation, sick days, company holidays, personal days)
- Multiple Medical and Dental benefit plans to choose from, Vision benefits
- Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
- Employer-paid, therapist-led, virtual care services through Talkspace
- 401(k) with company match
- Company provided life insurance, short-term, and long-term disability benefits
- Education reimbursement program
- Flexible work schedule
- Charitable Matched Giving and Volunteer Rewards through our Impact Program
- Volunteer time off (VTO) paid by the company
- Career advancement opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetwork infrastructureclient environmentsdesktop environmentsweb applicationsSQLdocumentation reviewproblem solving
Soft skills
communicationteamworkinnovative thinkingcustomer service
Certifications
Bachelor's of Science Degree in Computer Science
