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 IT Support Specialists play a crucial role in ensuring that technology systems run smoothly within an organization Technical Support Provide technical assistance and support to end-users troubleshooting issues related to hardware software networking and other IT-related problems This can involve diagnosing problems providing guidance on solutions and resolving issues efficiently Respond to and manage IT tickets raised via JIRA Act as first responders for messages on Slack and address concerns in a timely manner it channel messages should be answered within the hour Create tickets as necessary Document troubleshooting steps taken with the end-user In-person handle walk-ups Provide remote support to end users Pro-active support via monitoring and incident prevention aversion Help Desk Management Manage the help desk system including receiving prioritizing documenting and resolving end-user requests for technical assistance This involves maintaining accurate records of all support activities and ensuring timely responses to user inquiries JIRA Triage tickets as they come in through the day and work with the team to ensure users are getting the help they need Tag the person that s responsible for the ticket either through Slack or the ticket itself Follow up to ensure the issue is being looked at Take comprehensivenotes within the ticket There should be a good understanding of what was done List issue troubleshooting steps and what the solution was Notes should be detailed enough that someone else can take over the ticket without reaching out to you Follow SLAs Hardware and Software Installation Install configure and maintain hardware and software systems including computers printers servers operating systems and applications This may involve setting up new equipment upgrading existing systems and ensuring compatibility and functionality Configure hardware and software for all users This includes new hires upgrades and break fixes Participate in quarterly hardware cleanups to ensure records are current Maintain function of all conference rooms and all hands areas Zoom Rooms System Maintenance Perform routine maintenance tasks to ensure the optimal performance and security of IT systems This includes the auditing of systems and applications Okta Slack Google Workspace JAMF Intune Setyl ITAM Others User Training and Education Provide training and guidance to end-users on how to use IT systems and software applications effectively This may involve creating user manuals conducting training sessions and offering ongoing support to address user questions and concerns Assist in building user s learning sessions Brown Bags Provide exceptional onboarding experiences for new hires Collect feedback from the sessions and make adjustments as needed Security Management Implement and enforce security measures to protect IT systems and data from unauthorized access viruses malware and other security threats Maintain compliance with company security policies Installing of Crowdstrike Installing of Code42 confirming backups is enabled Documentation and Reporting Maintain accurate documentation of IT systems configurations procedures and troubleshooting processes This includes documenting support tickets resolutions and user instructions and generating reports on support activities system performance and security incidents Process and Procedures within IT google drive should be updated on a yearly basis Looking at documentation versioning for older versions of documentation Ticket details should include Issue Steps to Reproduce Issue Action taken and any Next Steps Collaboration and Communication Collaborate with other IT staff departments and external vendors to resolve complex technical issues and implement IT projects This involves effective communication skills to convey technical information to non-technical users and stakeholders Participate in weekly team meetings Help provide insight in cross department meetings if applicable Collaboration and partnership with the GRC Compliance team Continuous Learning and Development Stay updated on emerging technologies industry trends and best practices in IT support This includes participating in training programs obtaining relevant certifications and seeking opportunities for professional development to enhance skills and knowledge It is encouraged to take training that aids in the development of job related skills and daily duties Participate in tabletop exercises that develop situational awareness Customer Service Provide exceptional customer service and support to end-users demonstrating patience empathy and professionalism in all interactions This involves effectively managing user expectations following up on issues to ensure resolution and maintaining a positive relationship with users Overall IT Support Specialists play a critical role in ensuring the reliability efficiency and security of IT systems within an organization helping to facilitate smooth business operations and user productivity MSGL-I4 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 current 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

📌 It Support Specialist (Karnataka)
🏢 Menlo Security
📍 Karnataka