What are the responsibilities and job description for the Desktop Support Engineer - Onsite Boston Area position at Blue Mantis?
Job Description
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 & Expertise
Proficient in at least three of the following
Basic network support
Computer hardware support
Printer support
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.
