Service Delivery Engineer I

Mantle AI•Boston, MA

9d•Remote

About The Position

The Role Our clients need someone who can handle more than password resets and ticket routing. As a Service Delivery Engineer I, you’ll be a first point of technical support for users and take ownership of common issues across Windows and Mac devices, networking, cloud services, identity systems, and business applications. You’ll also perform routine cloud and security administration: managing accounts and access, checking device and security status, responding to straightforward alerts, and helping maintain secure configurations. You should be comfortable investigating an issue, explaining what you found, and recognizing when a change or incident needs senior review. You won’t be expected to know every client system on day one. You should bring a solid technical foundation, curiosity, and the ability to make progress independently while knowing when to escalate.

Requirements

Hands-on experience providing Tier 1 IT support or working in a comparable technical role.
A solid grasp of Windows and macOS fundamentals and common device, application, and connectivity troubleshooting.
Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and basic network troubleshooting.
Familiarity with cloud administration, particularly Microsoft 365, user accounts, groups, permissions, and licensing.
Understanding of identity and security fundamentals, including multifactor authentication, least privilege, device protection, and the importance of promptly escalating suspicious activity.
Ability to use logs, error messages, system settings, and targeted tests to investigate a problem.
Good judgment about priorities, security, and when a change needs review.
Clear written communication, useful ticket notes, and reliable follow-through.
Curiosity and the ability to learn unfamiliar client systems.
Availability to work primarily remotely with clients across Eastern to Pacific time zones.

Nice To Haves

Experience with Okta, Entra ID, Intune, Addigy, endpoint security tools, or biotechnology environments is helpful.
You do not need experience with every platform we use.

Responsibilities

Resolve user requests involving Windows and Mac devices, Microsoft 365, collaboration tools, business applications, printers, and peripherals.
Troubleshoot common connectivity issues involving Wi-Fi, VPNs, DNS, DHCP, IP addressing, and internet access.
Use a working understanding of TCP/IP and basic network components to narrow down where a problem is occurring.
Support onboarding, offboarding, account changes, access requests, multifactor authentication, and device deployment.
Perform routine administration in cloud platforms such as Microsoft 365, Entra ID, Okta, and Google Workspace.
Support endpoint management and security tools, including device enrollment, compliance checks, software deployment, and initial investigation of alerts.
Review routine security findings, gather relevant evidence, follow established response procedures, and escalate suspected incidents promptly.
Apply approved access and configuration changes carefully, verify the result, and document what changed.
Distinguish between device, network, identity, cloud service, and application issues before escalating to a specialist or vendor.
Complete assigned systems and project tasks, communicate progress, and raise blockers promptly.
Identify recurring problems and help improve the process or configuration behind them.
Keep tickets and client documentation accurate, including what you checked, what changed, and the outcome.