IT Support Specialist(APAC-Singapore)

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 Security is seeking a talented and energetic IT Support Specialist based in our Singapore office, assisting both in-person and distributed teams. In this role, you’ll provide technical assistance to end-users, troubleshoot issues related to hardware, software, networking, and business applications. Success in this role requires excellent diagnostic and analysis skills, clear and solution-oriented communication, and effective prioritization to keep our global teams productive.

Main responsibilities include, but are not limited to:

● 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.

Essential skills and experience:

Technical:

● 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

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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.