Hybrid Desktop Support Engineer – Onsite 2 Days/Week

Blue Mantis; Kittery (ME); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Blue Mantis is seeking an EUX - Associate Engineer to provide first-level support for managed services clients. The role is hybrid, with onsite presence 2 days per week at our Charlestown, MA office, handling phone/web ticket support, documentation, and basic security and network tasks.

Strong communication and problem-solving skills required. The ideal candidate brings 3–5 years of service desk experience, proficiency with Windows OS, O365, Azure, and ITSM tools, and a customer-centric approach

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 by working on multiple tickets simultaneously.
• Experience in fast-paced environments with multiple priorities.
• Able to investigate, analyze and troubleshoot customer issues.
• Decisive in issue resolution without supervision.
• Excellent verbal and written communication skills.

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 update Help Desk documentation as assigned.
• Review and create KB articles.
• Answer calls within the SLA and escalate as needed.
• Acknowledge and work on incoming Help Desk tickets within SLA.
• Communicate with customers within the set SLA.
• Coordinate with vendors to resolve issues when required.
• Configure/image desktops or laptops as needed.
• Maintain and improve customer environment documentation.
• Grow technical skills and soft skills for exceptional service.

Skills

Service Desk

Phone support

Multi-tasking

Verbal & written communication

Fast-paced environment

Problem-solving

Technical aptitude

MS Office proficiency

ITSM familiarity

Tools

Windows OS 7/10/11

MS Office (Outlook/Excel/Word/PowerPoint/Visio/Project)

O365 & Exchange

Azure Admin portal

VPN knowledge

Security tools (Sophos/CrowdStrike)

ServiceNow/Jira/Zendesk

Job description

Blue Mantis is seeking an EUX - Associate Engineer to provide first-level support for managed services clients. The role is hybrid, with onsite presence 2 days per week at our Charlestown, MA office, handling phone/web ticket support, documentation, and basic security and network tasks.

Strong communication and problem-solving skills required. The ideal candidate brings 3–5 years of service desk experience, proficiency with Windows OS, O365, Azure, and ITSM tools, and a customer-centric approach