About the company

ThreatModeler Software Inc. is industry’s #1 automated Threat modeling platform. The successful team members will initially support our services clients, where ThreatModeler was awarded a single or multi-year competitive contract. The effort is to perform client implementations, ranging from gathering client requirements for Threat modeling services and rolling out ThreatModeler’s platform across the enterprise.

Purpose of the Role

As an IT Support Engineer professional, your role is to ensure the smooth operation and maintenance of the organization's IT infrastructure and provide technical support to end-users.

You will be responsible for managing and troubleshooting systems, networks, and software, as well as addressing user issues and inquiries. Your goal is to ensure the reliability, security, and optimal performance of the IT environment while providing excellent customer service to internal users.

Responsibilities

• Provide Level 1 & Level 2 IT support to end users
• Troubleshoot hardware, software, and network issues for Windows, macOS, and Linux environments.
• Deliver exceptional customer service, ensuring user satisfaction and clear communication.
• Document IT procedures, common troubleshooting steps, and resolutions in a structured manner.
• Manage asset inventory, tracking IT equipment and software licenses.
• Prioritize, escalate, and resolve IT tickets efficiently based on urgency and impact.
• Assist with user onboarding and offboarding processes, including account setup and hardware provisioning.
• Support IT security best practices by helping users maintain a secure working environment.

Essential Skills

• Proven experience in IT support, preferably in a Level 1 or Level 2 role.
• Strong proficiency in Windows, macOS, and Linux troubleshooting.
• Excellent communication skills in English (both verbal and written).
• Ability to provide clear and patient explanations to non-technical users.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Experience documenting IT procedures and maintaining accurate records.
• Basic knowledge of IT asset management and inventory tracking.
• Familiarity with ticketing systems and IT support best practices.

Desired Experience

• Experience with ITIL frameworks or similar service management methodologies.
• Basic scripting knowledge (PowerShell, Bash, or Python) for automating routine tasks.
• Exposure to cloud platforms (Google Workspace, Microsoft 365, etc.).
• Understanding of networking fundamentals (TCP/IP, VPNs, DNS, DHCP, etc.).

Person Requirements

• Ability to genuinely understand and anticipate user needs, ensuring a compassionate and patient approach to problem-solving. Skilled at actively listening, acknowledging concerns, and providing thoughtful, personalized support to enhance user satisfaction and trust.
• Ability to work independently and as part of a team, with a strong sense of responsibility.
• Proactive and solution-oriented mindset, with the ability to adapt to changing priorities.
• Continuous learner with a passion for staying updated with emerging technologies and industry trends.
• Strong commitment to professionalism, integrity, and confidentiality.
• Excellent communication and interpersonal skills to effectively collaborate with team members and end-users.