Blue Mantis

• Manage, troubleshoot, and optimize 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 SAN switches. • Ensure network reliability, security, and performance while contributing to documentation and process improvement initiatives. • Quickly assess and resolve network-related incidents, ensuring minimal disruption to operations. • Conduct root cause analysis (RCA) and implement preventive measures to avoid recurrence. • Perform firmware updates, patches, and upgrades across all network devices. • Monitor network health and performance, identifying and addressing potential issues proactively. • Create and maintain detailed documentation, including Standard Operating Procedures (SOPs) and technical diagrams. • 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. • Participate in an on-call rotation to provide 24/7 network support when needed.

• Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. • Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis. • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50% • Provide first/second level contact and problem resolution for customer issues • Provide timely communication on issue status and resolution • Maintain ticket updates for all reported incidents. • Update and maintain Help Desk Documentation and knowledgebase articles – 20% • Review and update Help Desk documentation as assigned • Review and create KB articles • Other functions as directed by management – 30% or as pre-determined by client’s needs. • Travel to remote sites with 45 minutes of the home office will be required one day a week. • 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 set SLA. Resolve or escalate as needed. • Work on tickets escalated by the level 1 engineers • Create ticket and return calls to customer by the set SLA. • Quickly and effectively communicate with customers within our SLA • Work with vendor to resolve issues when required • Configure/image desktops or laptops • 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 • Perform “Walk-In” activities for any employees that need technical assistance while onsite • Work on client assigned projects related • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities. • Collaborate with peers and managers to steer our CSP operations. • Act as liaison between customer, company and 3rd party vendors, managing/escalating tickets and tasks from report to resolution. • Build and maintain a trusted advisor relationship with our customers. • Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources. • Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction. • Own the post-sales relationship

• Participate in daily network, firewall, and operational support. • Ability to troubleshoot network issues and failures and follow best practices and troubleshooting methodology to quickly assess current situations, find solutions, and implement changes to correct and/or update network topologies to ensure stability and functionality. • Provide technical analysis of operational issues and remediations during troubleshooting efforts to ensure documentations and procedures are followed and updated during active events. This includes the ability to report to management. • Stay up to date on emerging technologies and products, including attaining certifications and participation in industry events as appropriate. • Work with various stake holders to lead problem solving, evolve system roadmap and take critical decisions. • Provide clear communication with regular updates/reports to the management team.

• Participate in daily network, firewall, and operational support. • Ability to troubleshoot network issues and failures and follow best practices and troubleshooting methodology to quickly assess current situations, find solutions, and implement changes to correct and/or update network topologies to ensure stability and functionality. • Provide technical analysis of operational issues and remediations during troubleshooting efforts to ensure documentations and procedures are followed and updated during active events. This includes the ability to report to management. • Stay up to date on emerging technologies and products, including attaining certifications and participation in industry events as appropriate. • Work with various stake holders to lead problem solving, evolve system roadmap and take critical decisions. • Provide clear communication with regular updates/reports to the management team.

• Participate in daily network, firewall, and operational support. • Ability to troubleshoot network issues and failures and follow best practices and troubleshooting methodology to quickly assess current situations, find solutions, and implement changes to correct and/or update network topologies to ensure stability and functionality. • Provide technical analysis of operational issues and remediations during troubleshooting efforts to ensure documentations and procedures are followed and updated during active events. This includes the ability to report to management. • Stay up to date on emerging technologies and products, including attaining certifications and participation in industry events as appropriate. • Work with various stake holders to lead problem solving, evolve system roadmap and take critical decisions. • Provide clear communication with regular updates/reports to the management team.

• 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.

• Own the architecture, configuration, and governance of the Power Platform environment. • Ensure proper management of environments, including managed environments and Data Loss Prevention (DLP) policies. • Define and enforce Application Lifecycle Management (ALM) standards across all solutions. • Implement governance frameworks using the Power Platform Center of Excellence (CoE) toolkit. • Ensure alignment with enterprise security, compliance, and data governance standards. • Design and build Power Apps, Power Automate workflows, and Copilot-based solutions to meet business requirements. • Develop scalable solutions leveraging Dataverse and enterprise data models. • Enable AI-driven capabilities using Copilot Studio and AI Builder where appropriate. • Integrate Power Platform solutions with Microsoft 365, Azure services, and third-party systems using APIs and connectors. • Design and implement CI/CD pipelines and deployment strategies aligned to DevOps best practices. • Manage solution packaging, releases, and promotion across multiple environments. • Monitor performance, scalability, and reliability of deployed applications and automation solutions. • Provide advanced troubleshooting and support for production issues within the Power Platform environment. • Partner with business stakeholders to gather requirements and translate them into technical solutions. • Enable citizen developers through guided self-service development while maintaining governance guardrails.

• Partner with Account Executives to support new business, renewals, and expansion opportunities. • Prepare, manage, and deliver accurate quotes for hardware, software, subscriptions, and services. • Assist with opportunity management, deal tracking, and sales documentation in CRM systems. • Support deal registration, pricing approvals, and vendor programs as required. • Work with technology vendors (e.g., Cisco, HPE, Dell, Lenovo, Microsoft, etc.) to obtain pricing, availability, and product information • Identify suitable product alternatives for discontinued or constrained items • Track lead times, supply chain constraints, and communicate updates to sales teams and customers • Communicate professionally with customers via email and phone regarding quotes, renewals, licensing, and order status • Coordinate with Operations, Finance, and Sales Operations to ensure smooth order fulfillment

• Lead, motivate, and develop a high-performing sales team. • Set clear objectives and performance expectations for the sales directors. • Uplevel performance management and related disciplines across the organization. • Conduct regular performance reviews and implement development plans for each sales director, and ensure best practices related to team and customer management are being practiced. • Represent Blue Mantis Sales at an executive level across the ecosystem – customers, prospects, and partners. • Develop and execute a comprehensive sales strategy to achieve and exceed the assigned sales targets across lines of business and GTM practice disciplines. • Monitor market trends and competitors to identify opportunities and threats. • Work closely with executive leadership to establish growth plans and transparently communicate progress against those plans. • Closely monitor top customer activities, top pipeline opportunities, performance across business lines, revenue & GP performance across business lines, and new account penetration success. • Ensure operational excellence relative to forecast and pipeline management within SFDC. • Manage the sales budget and ensure efficient allocation of resources, and monitor T&E to ensure alignment with budget and corporate policy across the Sales organization. • Implement and monitor sales metrics to measure team @ AE performance and effectiveness. • Meet and exceed assigned quarterly targets. • Develop an effective hiring plan to contribute to exceeding sales targets in line with EBIDTA expectations. • Collaborate internally, balancing strategic initiatives and tactical execution on a quarterly basis. • Communicate effectively with the executive team, providing regular updates on sales performance, market conditions, and help needed. • Establish a regular communication cadence with the Sales organization.