menlosecurity - IT Support Specialist(APAC-Singapore)
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Requirements
• ● Strong proficiency (at least 3-5 years’ experience) in diagnosing, troubleshooting and resolving complex hardware, software, and networking issues • ● Extensive experience in macOS and Windows environments • ● Experience with endpoint management systems, such as Jamf and Intune • ● Proficient in identity and access management (IAM) tools, specifically Okta and Single Sign-On (SSO) implementation • ● Administrator experience with enterprise business applications, such as Google Workspaces, Zoom, Slack, and M365 • ● A background inclusive of security fundamentals, such as understanding common threats like malware, phishing, and ransomware is highly desirable • ● An awareness of security frameworks, such as SOC2, ISO 27001, and NIST 800-171 is advantageous • Support / Troubleshooting: • ● Ability to explain technical concepts and security best practices to non-technical users • ● Strong documentation skills with attention to detail • ● Comfortable collaborating across all levels of the organization • ● Patient and empathetic, especially with users under time pressure • ● Calm, effective problem-solver in high-pressure situations
Responsibilities
• ● Responding to and managing IT tickets raised via JIRA IT Service Management, 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 mostly remote support to end users with on-site / in-office support 2-3 days per week, occasionally adhoc or at short notice. • ● Conducting new hire onboarding sessions, often remotely, and in other geographic locations and timezones. • ● 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. • ● Installation, configuration, and maintenance of hardware and software systems, including macOS, Windows, and Linux endpoints and servers, virtual machines, printers, audio/visual equipment and conferencing systems and business applications. • ● Keeping endpoints secure and compliant- ensuring security tools are installed, configured correctly, and functioning properly. • ● Managing SaaS application access and configurations within established security guidelines. • ● Develop, maintain, and manage internal IT documentation and user knowledge base articles to ensure accurate technical guidance and improved user support and satisfaction.
Benefits
• 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.
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