Desktop Support Engineer - Hybrid MSP Service Desk

Blue Mantis; Boston (MA); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis is seeking an EUX - Associate Engineer to support all Managed Services clients. The role covers first-level problem determination, incident recording, and resolution, with on-site presence in Charlestown MA two days per week.

The incumbent will work from a hybrid office setting and contribute to knowledgebase updates, documentation, and continuous skill improvement. Ideal candidates have 3–5 years in a Service Desk role, strong phone-based support experience, and solid

Qualifications

• 3-5 years of Service Desk experience.
• MSP Service Desk experience is a plus, but not required.
• Experience providing technical assistance over the phone.
• Able to multi-task on multiple open tickets simultaneously.
• Fast-paced environment with multiple priorities.

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk documentation and knowledgebase articles.
• Review and create KB articles.
• Maintain SLA and respond to calls and tickets within set timelines.
• Collaborate with vendors to resolve issues when required.

Skills

Service Desk experience

Phone-based support

Multi-tasking

Troubleshooting

Verbal and written communication

Learner mindset

Tools

ServiceNow

JIRA

Zendesk

MS Office

O365/Azure

Job description

Blue Mantis is seeking an EUX - Associate Engineer to support all Managed Services clients. The role covers first-level problem determination, incident recording, and resolution, with on-site presence in Charlestown MA two days per week.

The incumbent will work from a hybrid office setting and contribute to knowledgebase updates, documentation, and continuous skill improvement. Ideal candidates have 3–5 years in a Service Desk role, strong phone-based support experience, and solid