Help Desk Support Engineer - Onsite Waltham/Burlington MA Area

Department: Blue Mantis

Employment Type: Full Time

Location: Onsite

Description

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

• 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

• Understanding of domain/corporate IT environment PC/Laptop setup
• Basic knowledge of network technologies (LAN, WAN, wireless)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)

• Troubleshoot issues with laptops, desktops, and thin clients
• USB device support and other peripherals

• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues