Blue Mantis is seeking an experienced (3+ years) Public Cloud Support Analyst who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be experienced in cloud billing & licensing models and capable of resolving or escalating complex customer support tickets. Role & responsibilities The Cloud FinOps Support Analyst Is charged with opening, managing, and escalating support tickets to ensure that our customer experience remains positive. Their key responsibilities include, but are not limited to: Managing queue of support tickets Provisioning of Cloud (AWS, Azure, Google Cloud) Resources Provisioning of Microsoft licenses Manage queue of upcoming software renewals Research cloud service configuration, billing, usage and purchase options to reduce options for clients to maintain or improve performance while reducing cost Contribute to the continuous process improvement initiatives as needed to ensure our offerings remain compelling and innovative. Preferred candidate profile Excellent communication skills and understanding of cloud computing, and license subscription models Previous experience in a Service desk support role with cloud knowledge. Previous experience optimizing support workflows and implementing process improvement Ability to prioritize and manage competing demands Ability to follow processes as written and possess the flexibility to perform and document tasks where no process exists Either possess prior experience working in a support console such as Service Now or FreshDesk, or be willing to learn. Either possess one years prior experience with public cloud billing and licensing models or be willing to learn. Either possess prior experience working in the AWS Management Console and Azure Portal or similar Cloud Portals & Consoles or be willing to train.
Blue Mantis is currently looking for an experienced ServiceNow Developer to join their team. As the ServiceNow Developer, you will play a crucial role in collaborating with internal teams and clients to develop solutions, provide oversight, direction, and management for platform-related tasks, as well as multiple development projects of varying complexities. Your key responsibilities will include developing, configuring, and customizing the ServiceNow platform to meet business requirements. You will also be responsible for Configuration Management (CMDB), administration of the Knowledge Base and Service Catalog, configuring application fields, forms, views, email notifications, acceptance roles, and access controls. Additionally, you will integrate ServiceNow applications with third-party systems/applications via APIs and provide input for technical documentation updates. Collaboration with cross-functional teams to identify and prioritize business requirements is essential. You will be expected to write clean, efficient, and maintainable code and conduct code reviews and quality control checks to ensure maximum efficiency and productivity. Debugging and fixing technical problems, running test cases for software quality assurance, documenting code and application functionality, and staying updated on emerging trends and technologies in ServiceNow development are also part of your responsibilities. To be successful in this role, you should have a Graduation/Post-Graduation degree in Computer Science, Engineering, or a related field, along with at least 7 years of experience in ServiceNow development. Proficiency in ServiceNow development, including scripting, workflows, and integrations, is required. Familiarity with software development methodologies such as Agile or Waterfall, as well as IT Service Management (ITSM) and IT Operations Management (ITOM) processes, is desirable. Strong problem-solving, analytical, communication, and collaboration skills are essential, along with the ability to work independently and collaboratively. A ServiceNow System Administrator Certification is also required. Blue Mantis is a prominent strategic digital technology services provider with over 30 years of experience in helping clients achieve business modernization through next-generation technologies. Headquartered in Portsmouth, New Hampshire, the company offers digital technology services and strategic guidance to enable clients to adapt and grow rapidly through automation and innovation. Blue Mantis collaborates with more than 1,200 leading mid-market and enterprise organizations across various vertical industries and is supported by the private equity firm, Abry Partners.,
We are looking for a proactive and eager Junior to Mid-Level IT Operations & Cybersecurity Engineer to help manage and improve our company's IT systems and support our cybersecurity efforts. In this role, you will work with experienced team members and service providers to ensure our SaaS applications and cloud platforms run smoothly, securely, and efficiently. The ideal candidate will have foundational experience with Microsoft 365, cloud platforms (Azure, AWS), and basic security practices, with a willingness to learn more about compliance frameworks. Role & responsibilities IT Operations Assist with supporting and maintaining core platforms such as Microsoft 365, Teams, SharePoint, OneDrive, Intune, Azure Active Directory, and Purview. Help troubleshoot issues and support deployments in AWS and Azure environments. Monitor system performance and help identify potential problems. Contribute to maintaining IT documentation and tracking usage of IT services. Support improvements to IT processes and overall operational efficiency. System Administration Help with endpoint management using Microsoft Intune. Assist with system upgrades, migrations, and deployments under supervision. Support the creation and setup of SharePoint sites. Provide day-to-day assistance for Microsoft 365 services (Entra ID, Exchange, SharePoint, Teams, Intune). Help manage and troubleshoot endpoint hardware and software (Windows 11 and Mac OS). Microsoft 365 Skills Working knowledge of Microsoft 365 applications (MS Office, Teams, SharePoint, OneDrive, Intune). Familiarity with Azure Active Directory Conditional Access and Multi-Factor Authentication (MFA). Willingness to learn automated account provisioning (Okta or Azure AD). Interest in developing PowerShell scripting and Graph API integration skills. Cybersecurity Assist in managing security platforms such as Sophos Intercept XDR, Arctic Wolf, zScaler, Mimecast, Cybeready, and Azure Active Directory. Monitor basic security alerts and events using SIEM tools. Support vulnerability assessments and remediation efforts alongside senior staff. Help document and classify security events and assist with incident response. Participate in cybersecurity program activities and awareness training. Take part in phishing simulations and access control reviews. Compliance Responsibilities Assist with maintaining IT policies, standards, and security protocols. Help prepare compliance reports on a monthly or quarterly basis. Contribute to compliance activities related to ISO and data privacy. Support audits by helping collect documentation and evidence.
Role & responsibilities We are seeking a proactive and eager Junior to Mid-Level IT Operations Engineer to join our global, fully remote team. In this role, you will help manage and improve our companys IT systems, supporting diverse initiatives in collaboration with experienced team members and service providers across multiple time zones and regions. As part of the IT Operations team, you will ensure our SaaS applications and cloud platforms operate smoothly, securely, and efficiently in a distributed environment. This position offers excellent growth opportunities for those looking to expand their IT skills and take on increasing responsibility. You will have access to resources and mentorship from senior IT staff, to support skill growth and success in fulfilling IT Operations Engineer expectations. Preferred candidate profile Microsoft 365 Skills Foundational experience with Microsoft 365 applications (MS Office, Teams, SharePoint, OneDrive, Intune). Familiarity with Azure Active Directory Conditional Access and Multi-Factor Authentication (MFA). Demonstrates a strong willingness to learn and collaborates effectively with team members to automate repetitive tasks. Seeking to develop skills in PowerShell scripting and Graph API integration. System Administration Assist with endpoint management using Microsoft Intune. Support system upgrades, migrations, and deployments under supervision. Help create and set up SharePoint sites. Provide day-to-day assistance for Microsoft 365 services (Entra ID, Exchange, SharePoint, Teams, Intune). Manage and troubleshoot endpoint hardware and software (Windows 11 and Mac OS). Utilize data from platforms such as Sophos Intercept XDR, Arctic Wolf, zScaler, Mimecast, Cybeready, and Azure Active Directory to support business needs and reporting requirements. IT Operations Support and maintain core platforms such as Microsoft 365, Teams, SharePoint, OneDrive, Intune, Azure Active Directory, and Purview. Troubleshoot issues and assist with deployments in AWS and Azure environments. Preferred; can be learned on the job. Monitor system performance and help identify potential problems. Contribute to IT documentation and track usage of IT services. Support improvements to IT processes and operational efficiency. Prepare various reports on a monthly or quarterly basis. Assist with vulnerability assessments and remediation efforts alongside senior staff. Maintain IT policies, standards, and security protocols.
The Senior IT Support Analyst provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The Service Desk Engineer is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. Preferred candidate profile 3-5 years of IT Help Desk / Service Desk support and Customer Service experience. Experience with providing technical assistance over the phone. Hands on Experience in troubleshooting issues related to Windows Operating system - Windows 7, 10, and 11 and Mac support. MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 2000-2016 Email support O365, Exchange & POP O365 and Azure Admin portal MFA/2FA Applications (Duo, Azure, Okta, etc.) Spam Filtration Applications (Mimecast, Microsoft Spam, etc.) Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.) Basic network support: - Understanding of a domain/corporate IT environment including PC/Laptop setup. - Basic knowledge of network technologies (LAN, WAN, wireless) - VPN clients (Cisco, SonicWall, Fortinet, etc.) Computer hardware support: - Troubleshoot issues with laptops, desktops, and thin clients. - USB device support and other peripherals Security support: - Basic knowledge of security principals and best practices - Virus and malware identification and remediation. - Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.) Printer support: - Setup/install local, wireless, and network printers - Troubleshoot hardware printer issues Mobile device support: - Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software Role & responsibilities Resolve problems reported to the service desk by phone or web tickets. Provide first-level contact and problem resolution for customer issues. Provide timely communication on ticket status and resolution. 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 received by the call center by the SLA. Resolve or escalate issue as needed. Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed. Quickly and effectively communicate with customers within the set SLA. Work with vendor to resolve issues when required. Configure/image desktops or laptops as needed. Continually update and improve our documentation of a customer environment. 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