Blue Mantis is looking to solve the problem of providing support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues.
Requirements
- 3-5+ years Technical Call Center/Help Desk experience
- Proficient in Windows Operating systems – Windows, 10-11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
- Intermediate network support: Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
Responsibilities
- Resolve problems reported to the call center by phone or web tickets.
- Provide first-level contact and problem resolution for customer issues.
- Provide timely communication on service ticket status and resolution.
- Assist Level I technicians with escalated issues.
- Update and maintain Help Desk Documentation and knowledgebase articles.
- Review and update Help Desk documentation as assigned.
- Review and create KB articles.
Other
- Associates Degree in Information Technology or equivalent experience.
- At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst
- Regular, predictable and punctual attendance.
- May occasionally need to work on holidays.
- Provide training to fellow team members and Level I engineers.
