Remote Service Delivery Engineer I - IT & Cloud Support

Mantle AI, Inc.; Boston (MA); Remote; USD 65,000 - 95,000; Full time

Job summary

Mantle AI, Inc. seeks a Service Delivery Engineer I to be the first point of technical support for users, handling issues across Windows and Mac devices, networking, cloud services, identity systems, and business apps.

You’ll perform routine cloud and security administration and help maintain secure configurations. You should investigate issues, explain findings, and know when to escalate to senior review.

Qualifications

• Hands-on experience providing Tier 1 IT support or similar technical role.
• Solid grasp of Windows and macOS fundamentals and related troubleshooting.
• Knowledge of TCP/IP, DNS, DHCP, Wi‑Fi, VPNs, and basic network troubleshooting.
• Familiarity with cloud administration, especially Microsoft 365, user accounts, groups, permissions, and licensing.
• Understanding of identity and security fundamentals, including MFA and least privilege.
• Ability to use logs and tests to investigate problems.
• Good judgment on priorities, especially around security and escalation.
• Clear written notes and reliable follow-through.
• Curiosity and ability to learn unfamiliar client systems.

Responsibilities

• Resolve user requests involving Windows and Mac devices, apps, and printers.
• Troubleshoot connectivity issues including Wi‑Fi, VPNs, DNS, and IP addressing.
• Use TCP/IP knowledge to narrow down problem areas.
• Assist onboarding, offboarding, and access changes.
• Perform routine cloud admin tasks in M365, Entra ID, Okta, and Google Workspace.
• Support endpoint management and security tools, including device enrollment and compliance checks.
• Review security findings and follow established response procedures.
• Apply approved changes and document outcomes.
• Distinguish device, network, identity, cloud service, and app issues before escalation.
• Complete assigned tasks and communicate progress; raise blockers promptly.
• Identify recurring problems and suggest process improvements.
• Keep tickets and client docs accurate.

Skills

Tier 1 IT support

Windows fundamentals

macOS fundamentals

TCP/IP basics

DNS/DHCP basics

VPN concepts

Cloud administration

Identity & security basics

Log analysis

Written communication

Remote troubleshooting

Tools

Microsoft 365

Entra ID

Okta

Google Workspace

Job description

Mantle AI, Inc. seeks a Service Delivery Engineer I to be the first point of technical support for users, handling issues across Windows and Mac devices, networking, cloud services, identity systems, and business apps.

You’ll perform routine cloud and security administration and help maintain secure configurations. You should investigate issues, explain findings, and know when to escalate to senior review.