Coordenador de Suporte Técnico liderando time para entregar soluções de hospedagem. Atuando na melhoria de processos e interação com clientes estratégicos.
About the role
- Onsite 2 days a week in Londonderry NH; provide onsite Desktop Support Technician services to Blue Mantis clients.
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations; maintain ticket updates and meet SLA requirements.
- Provide first/second level contact and problem resolution for customer issues; work on tickets escalated by level 1 engineers.
- Configure/image desktops or laptops; setup and troubleshoot hardware, peripherals, printers, and mobile devices.
- Update and maintain Help Desk Documentation and knowledgebase articles; review and create KB articles.
- Communicate status and resolution to customers; work with vendors to resolve issues when required.
- Perform Walk-In activities for onsite employees needing technical assistance.
- Participate in Help Desk call queue as instructed and perform other client-directed functions and projects.
- Manage spares inventory and assist with onboarding/offboarding and building access badging/programming.
Requirements
- 3-5 years of Help Desk support 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
- VOIP phone system issues and working with our vendor when programming issues or changes arise.
- New User onboarding, setting up hardware (i.e. Laptop/desktop computer, phone, company cell phone etc.)
- Terminated Employee offboarding, collecting company IT property and shutting off access.
- Building access badging, programming keys and managing access profiles.
- Quantum support to some level, also helping to escalate issues to the programmer Component Control.
- Manage spares inventory for hardware.
- User support for all hardware needs such as keyboards, mouse, computers, docking stations, printers etc.
- SharePoint and other Microsoft tools support.
- SharePoint application integrations and workflows to support SharePoint Intranet.
- 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/M365 Administration; Azure/EntraID Active Directory Administration; Autopilot/Intune experience is a nice to have.
- Basic network support knowledge including domain/corporate IT environment, LAN/WAN wireless, VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Computer hardware and printer support, mobile device support.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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