Help Desk Engineer - Remote Canada Only

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization. The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues while providing guidance to the Level I team.

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 functions as directed by management
• 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 SLA guidelines. Resolve or escalate as needed
• Work on tickets escalated by Level I engineers
• Create tickets and return calls to customer within the timeframe stipulated in the standard SLA
• Quickly and effectively communicate with customers within the SLA timeframe
• Work with vendor to resolve issues as required
• Configure/image desktops or laptops as needed
• Continually update and improve customer network documentation
• Continuously improve upon technical skills sets within assigned areas of expertise
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment
• Regular, predictable and punctual attendance. May occasionally need to work on holidays
• Research and contribute technical information to the internal knowledgebase
• Develop expertise with GreenPages products and services to be used when working with customers

Requirements:

• 3-5+ years Technical Call Center/Help Desk experience
• Comfortable with working on multiple open tickets simultaneously
• Comfortable with investigating, analyzing and troubleshooting client issues
• Able to make decisions on service ticket resolution without supervision
• Provide training to fellow team members and Level I engineers
• Proficient in Windows Operating systems – Windows, 10-11
• Proficient in MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• Proficient in 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)
• Basic knowledge of VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps
• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues
• Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc
• Install and troubleshoot broadband wireless devices and software
• Maintain user accounts in Active Directory
• Security Group creation
• Maintain user accounts for VPN sessions
• Familiarity with Security Applications (Sophos, Rapid7, etc.)
• Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
• Associates Degree in Information Technology or equivalent experience
• At least 1 of the following relevant industry certifications: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst