Hybrid Desktop Support Engineer | MSP Help Desk

Blue Mantis; Portsmouth (NH); Hybrid; USD 29,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Blue Mantis in Portsmouth is seeking an EUX Associate Engineer to provide first-line support for Managed Services clients, handling incident logging, troubleshooting, and resolutions. You will maintain knowledgebase articles and work with vendors to resolve issues.

The role requires onsite presence in our Charlestown, MA office two days a week, with a hybrid schedule. The candidate should have 3–5 years of service desk experience and strong communication skills to manage multiple tickets and

Qualifications

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

Responsibilities

• Resolve problems reported to the service desk by phone or web tickets; provide first-level contact and problem resolution.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Review and update Help Desk documentation as assigned.
• Review and create KB articles.
• Answer calls received by the call center by the SLA; resolve or escalate as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA.
• Communicate with customers within the set SLA.

Skills

Service desk experience

Phone support

Multi-tasking

Troubleshooting

Verbal & written communication

Tools

ServiceNow

JIRA

Zendesk

Office 365

Job description

Blue Mantis in Portsmouth is seeking an EUX Associate Engineer to provide first-line support for Managed Services clients, handling incident logging, troubleshooting, and resolutions. You will maintain knowledgebase articles and work with vendors to resolve issues.

The role requires onsite presence in our Charlestown, MA office two days a week, with a hybrid schedule. The candidate should have 3–5 years of service desk experience and strong communication skills to manage multiple tickets and