Help Desk Support Engineer - Onsite Boston MA Area

Job Description

Description

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.

Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities. The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue.

Key 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 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

Skills, Knowledge and Expertise

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

Blue Mantis does not accept unsolicited agency resumes and ask that you do not forward resumes to Blue Mantis employees, any physical Blue Mantis location, or any Blue Mantis email address. We take no responsibility for any fees related to unsolicited resumes. This also applies for reaching out directly to Blue Mantis Employees & Blue Mantis Managers or Blue Mantis executives.

Full-time