Blue Mantis
Help Desk Support Engineer - Onsite Canton MA Area
Blue Mantis, Canton, Mississippi, United States, 39046
Overview
Onsite Desktop Support Technician provides support to customer’s 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. Department:
Blue Mantis Location:
Onsite Responsibilities
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 within 45 minutes of the home office one day a week Answer phone calls entered into the call center by the SLA. Resolve or escalate 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 tickets and return calls to customers by the set SLA Quickly and effectively communicate with customers within our SLA Work with vendors 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 within assigned areas of expertise Continuously improve upon soft skill sets required to deliver outstanding customer service Perform “Walk-In” activities for employees needing technical assistance onsite Work on client assigned projects Continually maintain and improve customer environment documentation Research and contribute technical information to the knowledgebase Qualifications
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 issues with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software.
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Onsite Desktop Support Technician provides support to customer’s 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. Department:
Blue Mantis Location:
Onsite Responsibilities
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 within 45 minutes of the home office one day a week Answer phone calls entered into the call center by the SLA. Resolve or escalate 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 tickets and return calls to customers by the set SLA Quickly and effectively communicate with customers within our SLA Work with vendors 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 within assigned areas of expertise Continuously improve upon soft skill sets required to deliver outstanding customer service Perform “Walk-In” activities for employees needing technical assistance onsite Work on client assigned projects Continually maintain and improve customer environment documentation Research and contribute technical information to the knowledgebase Qualifications
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 issues with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software.
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