Technical Support Specialist

2 weeks ago


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

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
  1. Engage in client-assigned projects as needed
  2. Maintain and enhance documentation of customer environments
  3. 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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