Help Desk Engineer

2 days ago

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Blue Mantis

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Cybersecurity • Enterprise • SaaS

Blue Mantis is a versatile IT solutions company specializing in optimizing IT environments for cost efficiency and security. They provide managed services, cybersecurity and risk management, cloud solutions, carrier services, networking, and datacenter modernization. With expertise across multiple industries including finance, healthcare, public sector, and manufacturing, Blue Mantis tailors its services to fit the unique needs of its clients. Their aim is to drive digital transformation and foster innovation while prioritizing employee productivity and business growth. Blue Mantis also emphasizes the importance of creating modern workspaces and enhancing developer experiences. Their broad capabilities and strategic focus make them a valuable partner in navigating complex IT landscapes.

201 - 500 employees

Founded 1993

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

📋 Description

• Provide support to customer’s End Users both remotely 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. • Receive ticket escalations, direct end-user escalations. • Participate, as instructed, as part of the Help Desk call queue. • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations. • 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.

🎯 Requirements

• 3-5 years of Help Desk support experience • 2-5 years of Microsoft Entra ID or Azure AD Experience. • 1-3 years of prior Customer Service experience • Experience providing technical assistance over the phone and customer facing interactions. • Able to multi-task by working on multiple open tickets. • Experienced in fast-paced environments with multiple priorities. • 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 10/11, MS Office applications, Email support – Exchange/O365 Administration, Azure/EntraID Active Directory Administration, Autopilot/Intune

🏖️ Benefits

• 100% Remote In Canada Only • Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. • Consideration for all qualified applicants without regard to protected statuses.