Desktop Support Engineer L1

🕒 Julho 1

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $21 - $25 / hora

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 12%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Blue Mantis

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1993

💼 Consultoria

🏥 Saúde

🏭 Manufatura

Consulting • Healthcare • Manufacturing

Blue Mantis é uma empresa versátil de soluções de TI especializada na otimização de ambientes de TI para eficiência de custos e segurança. Eles oferecem serviços gerenciados, cibersegurança e gestão de risco, soluções em nuvem, serviços de operadora, redes e modernização de datacenters. Com expertise em vários setores, incluindo finanças, saúde, setor público e manufatura, a Blue Mantis adapta seus serviços às necessidades únicas de seus clientes. Seu objetivo é impulsionar a transformação digital e fomentar a inovação, enquanto prioriza a produtividade dos funcionários e o crescimento dos negócios. A Blue Mantis também enfatiza a importância de criar espaços de trabalho modernos e melhorar a experiência dos desenvolvedores. Suas amplas capacidades e foco estratégico os tornam um parceiro valioso para navegar em complexos ambientes de TI.

Descrição

• Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. • Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis. • 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 escalate 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

🎯 Requisitos

• 2-5 years of Help Desk support 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 • Proficient in at least three of the following Windows Operating system 10/11, MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project), Email support – Exchange/O365 Administration, Azure/EntraID Active Directory Administration, Autopilot/Intune experience is a nice to have, but not a requirement • Basic network support • Understanding of domain/corporate IT environment PC/Laptop setup • Basic knowledge of network technologies (LAN, WAN, wireless) • VPN clients (Cisco, SonicWall, Fortinet, etc.) • Computer hardware support • Troubleshoot issues with laptops, desktops, and thin clients • USB device support and other peripherals • Printer support • Setup/install local, wireless, and network printers • Troubleshoot hardware printer issues • Mobile device support • Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. • Install and troubleshoot broadband wireless devices and software

🏖️ Benefícios

• Job Benefits