Scan your resume against ATS criteria for this Desktop Support Engineer L1 - PR role at Blue Mantis.
This requisition has been created to support and future hiring initiatives within Blue Mantis. While all applications will be reviewed, this posting may not align with an immediate opening. Candidates who meet our qualifications will be considered for future opportunities as they become available.
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. 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.- 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 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
Work on client assigned projects related
Continually maintain and improve customer environment documentation
Research and contribute technical information to the knowledgebase
2
Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software
Hourly Rate Range: $21.00 to $25.00
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of the work being performed by employees in this role. It is not intended to be a complete list of all responsibilities, duties, and skills required.
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How to apply for Desktop Support Engineer L1 - PR at Blue Mantis?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
The salary for this role is $21.00 per annum.
What experience is required?
5+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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Desktop Support Engineer L1 - PR
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