Blue Mantis · 4 hours ago
Help Desk Engineer - Onsite Watertown Massachusetts
Watertown, MA
Full-time
Onsite
Mid Level
$33.66/hr - $38.46/hr
3+ years expBlue Mantis is a company seeking an Onsite Desktop Support Technician to provide support to customer’s End Users. The role involves problem determination, recording, and resolution of issues, along with maintaining documentation and knowledgebase articles.
Data CenterInformation TechnologySoftwareVirtualization
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
Qualification
Required
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
Basic knowledge of network technologies (LAN, WAN, wireless)
Understanding of domain/corporate IT environment PC/Laptop setup
Troubleshoot issues with laptops, desktops, and thin clients
Setup/install local, wireless, and network printers
Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc
Preferred
Autopilot/Intune experience is a nice to have, but not a requirement
Company
Blue Mantis
Blue Mantis is a security-first, IT solutions and services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud.
201-500 employees
H1B Sponsorship
Blue Mantis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2020-12-17Private Equity
Leadership Team
Jason Bernstein
Chief Financial Officer
Company data provided by crunchbase