Blue Mantis

Provide first-level and escalation support for Managed Services clients via phone and web tickets and maintain help desk documentation. | 3-5+ years technical help desk experience, associate degree or equivalent, proficiency in Windows OS, M365, and basic networking. | Help Desk Engineer - Remote Canada Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $25.00 - $28.00 / hour Description 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. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues. Key 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. Additional / Non-Essential Responsibilities: Research and contribute technical information to the internal knowledgebase. Develop expertise with GreenPages products and services to be used when working with customers. Skills, Knowledge & Expertise 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 at the following: Windows Operating systems – Windows, 10-11 MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 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) VPN clients (Cisco, SonicWall, Fortinet, etc.) Computer hardware support: Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps. Basic knowledge of network technologies (LAN, WAN, wireless) VPN clients (Cisco, SonicWall, Fortinet, etc.) Printer support: Setup/install local, wireless, and network printers Troubleshoot hardware printer issues Mobile devices support: Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software Active Directory Administration: Maintain user accounts in Active Directory Security Group creation Maintain user accounts for VPN sessions Security: Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. Install and troubleshoot broadband wireless devices and software Familiarity with Security Applications (Sophos, Rapid7, etc.) Strong understanding of Spam applications (Defender, Mimecast, Proofpoint) Education: Associates Degree in Information Technology or equivalent experience. At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst Job Benefits Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

Design and present technical cloud solutions to support sales and customer onboarding. | Experience in solution architect or pre-sales roles with strong cloud and technical background. | Cloud Presales Solution Architect- Boston MA Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $180,000 - $200,000 / year Description Are you ready to make an impact in a high growth business within a high growth and dynamic firm? If so, read on. The Pre-Sales Solution Architect at Blue Mantis plays a critical role in bridging the gap between technical solutions and customer needs. This position is responsible for engaging with prospective clients to understand their business challenges, architecting tailored solutions, and supporting sales teams throughout the pre-sales cycle. The role uniquely combines traditional solution architect responsibilities with hands-on customer engagement, including live product and platform demonstrations, quote creation, and seamless facilitation into the customer onboarding process. The Cloud Solution Architect will guide customers on buying decisions for all their consumption, help them solve business and technical challenges across the IT landscape, and be a trusted advisor. Blue Mantis’ CSP business absolutely delights our clients! We have unmatched CSAT and retention rates across the industry and that is due to our outstanding service delivery team. You will be the face of the organization to help guide customers into our platform and service delivery and you will never regret getting prospects on-board. This role is ideal for individuals passionate about technology, customer engagement, and driving business success through innovative solutions. Key Responsibilities • Collaborate with sales teams to identify customer requirements and design innovative technical solutions that address business objectives. • Conduct compelling customer demonstrations of Blue Mantis products and platforms, showcasing capabilities and value propositions. • Develop and present detailed technical proposals, including solution architectures and statements of work. • Create accurate and timely customer quotes, ensuring alignment with solution scope and pricing guidelines. • Serve as a technical advisor throughout the sales process, answering customer questions and addressing objections. • Facilitate a smooth transition from pre-sales to onboarding, supporting customers as they begin their journey with Blue Mantis. • Stay current with industry trends, emerging technologies, and Blue Mantis offerings to maintain expertise and credibility. Skills, Knowledge & Expertise • Experience with cloud computing solutions implementations including Microsoft 365, Azure, Google, AWS • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience). • Proven experience in a solution architect or pre-sales engineering role. • Strong technical background in cloud, networking, or enterprise IT platforms. • Exceptional communication and presentation skills, with the ability to explain complex concepts to diverse audiences. • Experience in quote creation and customer onboarding processes is highly desirable. • Ability to work collaboratively in a fast-paced, customer-focused environment. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

The Senior Network Engineer will be responsible for managing, troubleshooting, and optimizing network technologies to ensure reliability, security, and performance. This includes incident response, proactive maintenance, and collaboration with cross-functional teams. | Candidates should have a minimum of 7-10 years of experience in network engineering, particularly in enterprise-scale environments. Technical expertise in various network technologies and certifications such as CCNP or PCNSE are preferred. | Senior Network Engineer - Toronto Canada Department: Blue Mantis Employment Type: Full Time Location: Remote Description At Blue Mantis, we specialize in designing, implementing, and managing secure, high-performance digital operating environments for leading companies nationwide. With deep expertise in security and cloud technologies, we deliver end-to-end infrastructure solutions that empower businesses to achieve their objectives and excel in the digitally driven economy. We are seeking a highly skilled and experienced Senior Network Engineer to join our dynamic team in supporting our customers. The ideal candidate will be part of a team responsible for supporting a large, complex customer environment. This role requires expertise in managing, troubleshooting, and optimizing a range of network technologies, including Cisco and Nexus switches, Meraki, Palo Alto, and Check Point firewalls, physical and virtual F5 load balancers, and Cisco SANs. The Senior Network Engineer will play a critical role in ensuring network reliability, security, and performance while contributing to documentation and process improvement initiatives. If you thrive under pressure and excel at managing complex technical challenges, this is your opportunity to make an impact. Key Responsibilities Incident Response and Troubleshooting: Quickly assess and resolve network-related incidents, ensuring minimal disruption to operations. Conduct root cause analysis (RCA) and implement preventive measures to avoid recurrence. Proactive Network Maintenance: Perform firmware updates, patches, and upgrades across all network devices. Monitor network health and performance, identifying and addressing potential issues proactively. Documentation and Process Improvement: Create and maintain detailed documentation, including Standard Operating Procedures (SOPs) and technical diagrams. Develop runbooks to streamline troubleshooting and resolution processes. Communication and Collaboration: Provide timely updates and clear communication to stakeholders during incidents and maintenance activities. Collaborate with cross-functional teams to ensure seamless integration of network services. On-Call Support: Participate in an on-call rotation to provide 24/7 network support when needed. Skills, Knowledge & Expertise Technical Skills: Switching and Routing: Expertise in Cisco and Nexus switches, with a solid understanding of VLANs, trunking, spanning tree, and Layer 3 routing protocols (BGP, OSPF, EIGRP). Firewalls: Hands-on experience with Palo Alto and Check Point firewalls, including policy configuration, troubleshooting, high availability and optimization. Wireless and Cloud Networking: Experience with Meraki networks and cloud-based management. Load Balancing: Proficiency with physical and virtual F5 load balancers, including configuration and troubleshooting. Monitoring and Automation: Familiarity with network monitoring tools (SolarWinds) and automation techniques using scripting (Python, Ansible, or similar). Soft Skills: Exceptional analytical and problem-solving abilities. Strong verbal and written communication skills to provide clear updates and create comprehensive documentation. Ability to work independently and as part of a team in a fast-paced, high-pressure environment. Experience: Minimum 7–10 years of experience in network engineering roles, with a focus on enterprise-scale environments. Proven track record in incident management, RCA, and delivering network solutions under tight deadlines. Experience with firmware updates, patch management, and hardware lifecycle management. Certifications (Preferred): Cisco Certified Network Professional (CCNP) or higher. Palo Alto Networks Certified Network Security Engineer (PCNSE). Check Point Certified Security Expert (CCSE). F5 Certified Administrator or similar. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.