IT Support Specialist

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 Mountain View office, assisting both in-person and distributed teams. In this role, you’ll provide technical assistance to end-users, troubleshooting 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 and software to get the very best value and service possible from them

• Installation, configuration, and maintenance of hardware and software systems, including Apple Macs, Windows endpoints, Virtual Machines, printers, servers, operating systems, audio/visual equipment and conferencing systems, a wide variety of business 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:

• Strong proficiency (at least 3-5 years’ experience) in diagnosing, troubleshooting and resolving complex hardware, software, and networking issues

• Deep experience of macOS, Windows, Linux environments

• A background in security fundamentals, including understanding common threats like malware, phishing, and ransomware would be highly desirable

• Familiarity of endpoint management systems, such as Jamf and InTune

• Proficient in identity and access management (IAM) tools, specifically Okta and Single Sign-On (SSO) implementation

• An understanding of data encryption, access control systems, and authentication methods

• An awareness of security frameworks, such as ISO 27001, NIST, GDPR, FedRAMP, etc., would be highly advantageous

• Very good knowledge or administrator-level experience of enterprise business applications, such as Google Workspaces, Zoom, Slack, Microsoft O365

Support / Troubleshooting:

• Very strong customer service skills and the ability to explain complex security concepts, technical information, and best practices to non-technical end-users

• Excellent and thorough communication and documentation skills with a high degree of attention to detail

• Excellent collaborative skills and the ability to work and comfortably communicate with colleagues and people at all levels

• Strong sense of empathy when supporting non-technical users and those under time pressure

• Strong problem solving skills and critical thinking when under pressure

Our Compensation and Benefits

At Menlo Security, Base Salary is one part of our competitive total compensation and benefits package and is determined using a salary range. The base salary range for this role is $49,000 - $91,000

In accordance with NY, CO, CA, and WA law, the range provided is Menlo Security’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. All employees may be eligible to become Menlo Security shareholders through eligibility for stock-based compensation grants, which are awarded to employees based on company and individual performance.

Menlo Security does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Menlo Security. 

Menlo Security is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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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.