Hybrid Desktop Support Engineer (Onsite 2 Days/Week)

Blue Mantis; Massachusetts; Híbrido; USD 29 000 - 34 000; Tempo integral

Resumo da oferta

Blue Mantis is seeking a Desktop Support Engineer to join our Charlestown, MA office in a hybrid role. You will provide first-level technical support to Managed Services clients, troubleshoot issues, and document solutions.

The position requires onsite presence in Charlestown MA two days every other week, strong communication skills, and the ability to manage multiple tickets in a fast-paced environment while delivering high-quality customer service.

Qualificações

• 3-5 years of Service Desk experience.
• Experience 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.
• Strong verbal and written communication skills.

Responsabilidades

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Review and create KB articles as assigned.
• Acknowledge and work on incoming Help Desk tickets by SLA and resolve or escalate as needed.
• Communicate ticket status and resolution in a timely manner.

Conhecimentos

Service Desk Experience

Phone support

Multi-tasking

Fast-paced environment

Documentation

Customer service

Ferramentas

ServiceNow

JIRA

Zendesk

MS Office

Descrição da oferta de emprego

Blue Mantis is seeking a Desktop Support Engineer to join our Charlestown, MA office in a hybrid role. You will provide first-level technical support to Managed Services clients, troubleshoot issues, and document solutions.

The position requires onsite presence in Charlestown MA two days every other week, strong communication skills, and the ability to manage multiple tickets in a fast-paced environment while delivering high-quality customer service.