IT Support Specialist

Job Description Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense. The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching. Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (Vista), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. Menlo is seeking an IT Support Specialist to support our Bangalore office. In the role, employees will provide technical assistance and support to end-users and troubleshoot issues related to hardware, software, networking, business applications, and other IT-related problems. The role requires excellent diagnostic and analysis skills, providing thorough guidance on solutions, and resolving issues efficiently and timely. Main responsibilities include, but not limited to: - Responding to and managing IT tickets raised via JIRA, through our Slack channels, and via occasional drive-bys, according to pre-defined SLAs. - Providing exceptional customer service throughout the lifecycle of customer tickets. - Undertaking and documenting troubleshooting steps with all internal customers - Providing remote support to end users. - Conducting new hire onboarding sessions, often remotely and in other geolocations. - Devising and providing ways and methods towards pro-active support via monitoring, incident prevention, and promotion of IT best practices and training. - Liaising with 3rd party suppliers and vendors of IT equipment and software to get the very best value and service possible from them - Installation, configuration, and maintenance of hardware and software systems, including computers (Apple Macs, Windows endpoints, Virtual Machines, printers, servers, operating systems, and applications. - Implementing and enforcing security measures to protect IT systems and data from unauthorised access, viruses, malware, and other security threats. - Maintaining compliance with company security policies. Essential skills and experience: Technical: - Proficiency in diagnosing and resolving hardware, software, and network issues. - Strong experience in macOS, Windows, Linux environments. - Knowledge of security tools, such as endpoint protection (e.g. Crowdstrike, Code42). - Knowledge of endpoint management systems, such as Jamf and InTune. - Knowledge of identify management tools, particularly Okta and / or SSO - Strong understanding of common threats, such as malware, phishing, ransomware, DDoD attacks. - An understanding of data encryption, access control systems, and authentication - An awareness of security frameworks, such as ISO 27001, NIST, GDPR, FedRAMP, etc Support / Troubleshooting: - Very strong customer service skills and the ability to explain complex security concepts, technical information, and best practice concepts to non-technical end-users. - Excellent and thorough communication and documentation skills. - Excellent collaborative skills and the ability to work and communicate with colleagues and people at all levels. - Strong sense of empathy and patience when supporting non-technical users and those under time pressure. - Strong problem solving skills and critical thinking when under pressure. Why Menlo Our culture is collaborative, inclusive, and fun We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we're aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security's policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.