Onsite Help Desk Engineer — Windows & Azure AD Expert

Socket.dev; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Blue Mantis is seeking an Onsite Help Desk Support Engineer in the Boston area to deliver in-person and remote user support, manage tickets, and maintain documentation. The role emphasizes strong communication, problem-solving, and customer service, with weekly travel to remote sites and escalation handling in a fast-paced environment.

The ideal candidate has 3–5 years of Help Desk experience, 2–5 years in Azure AD, and hands-on Windows/Mac imaging.

Qualifications

• 3-5 years of Help Desk support experience.
• 2-5 years of Microsoft Entra ID or Azure AD Experience.
• 1-3 years of prior Customer Service experience.
• Experience with providing technical assistance over the phone and customer facing interactions.
• Able to multi-task by working on multiple open tickets simultaneously.
• Experienced in working in a fast-paced environment with multiple priorities and projects.
• 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; focuses on continual knowledge-based improvement.
• Windows/MacOS imaging and configuration

Responsibilities

• 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 one 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 expedite 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 onsite
• Work on client assigned projects related
• Continually maintain and improve customer environment documentation
• Research and contribute technical information to the knowledgebase

Skills

Help Desk

Azure AD

Customer Service

Multi-tasking

Imaging

Tools

Exchange/O365 Administration

Azure AD Admin

Intune/Autopilot

VPN Clients

Job description

Blue Mantis is seeking an Onsite Help Desk Support Engineer in the Boston area to deliver in-person and remote user support, manage tickets, and maintain documentation. The role emphasizes strong communication, problem-solving, and customer service, with weekly travel to remote sites and escalation handling in a fast-paced environment.

The ideal candidate has 3–5 years of Help Desk experience, 2–5 years in Azure AD, and hands-on Windows/Mac imaging.