Help Desk Engineer - Onsite Watertown Massachusetts

Blue Mantis

3d•$34 - $38•Onsite

About The Position

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.

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
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

Nice To Haves

Autopilot/Intune experience is a nice to have, but not a requirement

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