Service Delivery Engineer I

Mantle Group is seeking a Service Delivery Engineer I to support clients’ technology environments. The role handles user support, onboarding and offboarding, device and access administration, troubleshooting, cloud and endpoint platform management, documentation, and assigned engineering projects.

Responsibilities:

• Resolve support requests involving Windows and Mac devices, accounts, applications, collaboration tools, and connectivity
• Prepare devices and support employee onboarding, offboarding, and access changes
• Administer cloud and endpoint platforms such as Microsoft 365, Entra ID, Okta, Intune, and Addigy
• Investigate recurring problems and help address their underlying causes
• Complete assigned project tasks, communicate progress, and raise blockers promptly
• Keep tickets and client documentation accurate and useful
• Handle client data, permissions, and system changes with care
• Explain issues and next steps clearly to users and teammates

Requirements:

• Hands-on experience in IT support, service delivery, systems administration, or a similar role
• Familiarity with Windows, macOS, Microsoft 365, identity and access, and device management
• A methodical approach to troubleshooting and the ability to confirm that a solution worked
• Understanding of TCP/IP
• Good judgment about priorities and when to escalate
• Clear written communication and reliable follow-through
• Curiosity and the ability to learn unfamiliar systems
• Availability to work primarily remotely with clients across Eastern to Pacific time zones
• Experience in biotechnology or another regulated environment