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Technical Support Specialist

2 months ago

Boston, Massachusetts, United States Blue Mantis Full time
Job Overview

The Onsite Technical Support Specialist is responsible for delivering assistance to end users, providing support both in-person and remotely through a ticketing system. This role entails identifying issues, documenting incidents, and resolving problems for clients of Blue Mantis. The technician typically operates on-site at client locations.


Key Responsibilities
  • Address and resolve issues reported through various channels, including phone and web tickets.
  • Serve as the first and second level of contact for customer inquiries and problem resolution.
  • Communicate effectively regarding the status and resolution of issues.
  • Maintain accurate updates for all reported incidents.
  • Enhance Help Desk documentation and knowledgebase articles.
  • Participate in other tasks as directed by management.
  • Occasional travel to remote sites may be required.

Essential Duties
  • Respond to incoming calls and web tickets within established service level agreements (SLAs).
  • Manage escalated tickets from Level 1 engineers.
  • Document customer interactions and follow up as necessary.
  • Collaborate with vendors to resolve technical issues.
  • Configure and image desktops and laptops as needed.
  • Continuously improve documentation of customer environments.
  • Enhance technical and soft skills to provide exceptional customer service.
  • Assist employees with technical issues during onsite visits.

Additional Responsibilities
  1. Contribute to client-specific projects.
  2. Maintain and improve documentation of customer environments.
  3. Research and add technical information to the knowledgebase.

Qualifications
  • Experience in providing technical support via phone and face-to-face interactions.
  • Able to manage multiple open tickets simultaneously.
  • Experience in a fast-paced environment with competing priorities.
  • Strong analytical and troubleshooting skills.
  • Ability to make independent decisions regarding issue resolution.
  • Excellent verbal and written communication skills.
  • Desire to learn new technologies and improve knowledge.
  • Proficient in Windows and MacOS imaging and configuration.
  • Familiarity with key software applications and administration tools.

Technical Skills
  • Basic understanding of network technologies.
  • Experience troubleshooting hardware and peripherals.
  • Ability to set up and troubleshoot printers and mobile devices.
  • 3-5 years of experience in Help Desk support.
  • 1-3 years of experience in customer service roles.