Technical Support Specialist
2 weeks ago
The Onsite Technical Support Specialist plays a crucial role in assisting end users through various channels including in-person, telephonic, and via a ticketing system. This position is responsible for diagnosing issues, documenting incidents, and providing effective solutions for clients of Blue Mantis.
Key Responsibilities
- Address and resolve inquiries received through phone, web tickets, or direct escalations – 50%
- Deliver first and second-level support for customer-related issues
- Ensure timely updates regarding the status and resolution of issues
- Maintain comprehensive records for all reported incidents
- Enhance and update Help Desk documentation and knowledgebase articles – 20%
- Review and revise Help Desk documentation as assigned
- Create and update knowledgebase articles
- Perform additional tasks as directed by management – 30% or as determined by client needs
- Occasional travel to remote sites within a reasonable distance from the home office may be required.
Typical Responsibilities
- Respond to calls received in the call center within established service level agreements (SLAs)
- Manage incoming Help Desk web tickets promptly, resolving or escalating as necessary
- Assist with tickets escalated by Level 1 engineers
- Create tickets and return calls to customers within the set SLA
- Communicate effectively with customers, adhering to our SLA
- Collaborate with vendors to resolve issues when necessary
- Configure and image desktops or laptops
- Continuously update and enhance documentation of customer environments
- Improve technical skills within assigned areas of expertise
- Enhance soft skills to provide exceptional customer service
- Assist employees requiring technical support while onsite
Additional Responsibilities
- Engage in client-assigned projects as needed
- Maintain and enhance documentation of customer environments
- Research and contribute technical information to the knowledgebase
Required Skills and Qualifications
- Proven experience in providing technical assistance through 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 for customer issues
- Ability to make independent decisions regarding issue resolution
- Excellent verbal and written communication skills
- Desire to learn new skills and technology practices, focusing on continuous improvement
- Experience with Windows/MacOS imaging and configuration
- Proficient in at least three of the following:
- Windows Operating Systems 10/11
- MS Office Suite (Outlook, Word, Excel, PowerPoint, Visio, Project)
- Email support (Exchange/O365 Administration)
- Azure/EntraID Active Directory Administration
- Familiarity with Autopilot/Intune is advantageous but not mandatory
Basic Network Support
- Understanding of corporate IT environments and PC/Laptop setups
- Basic knowledge of networking technologies (LAN, WAN, wireless)
- Experience with VPN clients (Cisco, SonicWall, Fortinet, etc.)
Computer Hardware Support
- Troubleshoot issues related to laptops, desktops, and thin clients
- Support for USB devices and other peripherals
Printer Support
- Setup and installation of local, wireless, and network printers
- Troubleshoot hardware-related printer issues
Mobile Device Support
- Setup and troubleshoot issues with mobile devices (iPhone, Windows Mobile, Android, etc.)
- Install and troubleshoot broadband wireless devices and software
- 3-5 years of Help Desk support experience
- 1-3 years of prior customer service experience
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