Sr. 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.

We are seeking a proactive, positive, and enthusiastic team player to join our global IT team as a Senior IT Support Specialist. The Senior IT Support Specialist ensures all employees' technical assistance requests are resolved in a timely fashion and a professional manner while also mentoring other IT Support Specialists.

Key Responsibilities

• Diagnose, troubleshoot and escalate issues timely to appropriate internal teams
• Provide comprehensive technical support to Menlo Security employees worldwide
• Ensure all issues and resolutions are appropriately documented
• Collaborate with HR to continue improving our employee onboarding program.
• Assess recurring issues to create automated processes and solutions where possible
• Manage Jira Service Management IT ticketing system and identify improvement opportunities
• Mentor the IT Support team
• Manage and effectively provide automation for endpoint management (JAMF)
• Manage Hardware and Software asset inventories
• Maintain and update knowledge base articles to help users self serve
• Maintain and troubleshoot network and IT equipment
• Troubleshoot complex technical issues

Requirements:

• Resourceful, able to prioritize tasks and address the most critical or pressing demands first
• 3-5+ years of relevant experience
• Experience configuring and troubleshooting Windows and macOS devices
• Enjoys solving challenging user issues and maintaining a world class user experience
• 3+ years of experience working in a cloud-first organization including familiarity with Okta, Google Workspace, Slack, Jira, Confluence, 1Password, Zoom, JAMF and workflow automation tools (Tines).
• Make sure expectations of users are met and requests resolved in a timely manner
• Security first mindset.
• Experience configuring and troubleshooting network devices and services (WiFi, LAN, VPN)

Our Compensation And Benefits

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 Greenhouse (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.