It Support

Job Title: IT Support

Company: Index Engines

About Index Engines:

Index Engines is the world’s leading AI-powered analytics engine to detect data corruption due to ransomware. The company’s CyberSense® product empowers organizations to detect ransomware and data corruption and facilitate rapid recovery from attacks. CyberSense is the last line of defense for thousands of organizations worldwide. 

The IT Support person plays a crucial role in delivering effective and efficient IT support, acting as the main point of contact for all IT-related support tickets. This role demands prompt response times and a high level of professionalism, as it involves interactions with colleagues from diverse teams, regions, and executive levels.

Key Responsibilities:

Provide comprehensive technical support, addressing hardware and software issues for both local and remote employees.

• Offer technical assistance for services provisioned by the IT department to the company.
• Troubleshoot and resolve user issues across multiple operating systems, including Mac OS X, Microsoft Windows, and Linux.
• Ensure all incidents and requests are resolved within the stipulated Service Level Agreements (SLAs), providing timely and accurate solutions to users.
• Utilize a ticket tracking system to meticulously document all support cases.
• Develop and maintain comprehensive documentation for solutions, as well as service desk processes and procedures.
• Manage user account administration and application assignments.
• Conduct hardware repairs and process warranty RMAs as required.
• Support other IT team projects and initiatives.
• Participate in a rotating schedule for holiday and weekend on-call support.
• Undertake projects aimed at enhancing service levels, including tasks focused on automation and work reduction to improve the efficiency and effectiveness of the IT support team.
• Willingness to help out in other departments, when needed (Facilities, Engineering, etc.).

Qualifications and Skills:

• A customer-centric personality with a proactive and positive attitude.
• The ability to work independently, meeting and exceeding set expectations.
• Comfortable operating in a matrixed environment, answering to multiple project leaders.
• An Associate’s degree (AA) or equivalent from a two-year college or technical school, or an equivalent combination of education and experience.
• Proficiency in desktop OS support (MacOS and Windows) and mobile OS support (iOS and Android).
• A fundamental understanding of networking principles, including VPN, LAN, WAN, and wireless technologies.
• Windows Azure/O365 Administration, VMware knowledge and understanding.
• NinjaOne/MS Intune experience a plus
• Willingness to work in a collaborative open office environment and adapt to both in-office and remote work as needed.
• Physical ability to lift up to 50 pounds, climb ladders, walk between buildings on campus, and carry an equipment bag containing mechanical tools and replacement gear for various sites.

Job will need the person to be at the office in Holmdel, NJ all days in the week. US Citizens and/or Green Card Holders only.

Please send your resumes to itresumes@indexengines.com