IT Support Specialist (Security)

LastPass is looking for IT Support Specialist (Security):  

You will work as part of the Global IT Service Desk team, providing top class support to all LastPass employees both onsite and remotely. The ideal candidate should have good knowledge and be passionate about Security, as well as good technical skills, but most importantly have soft skills, such as Excellent Communication, Active Listening, Empathy, and good understanding of the real need of the end-user

If you are passionate about complex problem solving and motivated by scale, then this is the role for you! 

Who will you work with? 

You will be supporting our internal employees at LastPass, working directly with them to solve various types of issues. Our team is culturally diverse and globally spread around different countries and time zones. 

What are some of the exciting challenges you will be working on? 

• Troubleshoot standard technical queries related to hardware and software products
• Help with Security related tasks, acting as a bridge between the Service Desk and the Security team
• Taking ownership for listening to and understanding basic customer problems, asking relevant questions to resolve problems within required timescales 
• Assist users remotely in a variety of systems such as Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions
• Follow-up with customers to ensure issues are resolved
• Escalate issues to the next Tier with next level of difficulty
• Document interactions in ticketing system
• Document and maintain solutions in Knowledge Base
• Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper
• Maintain hardware stock levels up to date

What does it take to work at LastPass?  

• Proficiency in Windows 10, 11 and Mac OS, iOS
• Ability to assist remote users
• Microsoft Office 365
• VPN and Network troubleshooting knowledge
• Audio & Visual knowledge is advantageous
• KCS knowledge is advantageous
• Able to manage incidents and tasks within SLAs.
• Experience or relevant knowledge on Security
• Fluent English

It's great, but not required:

• Relevant industry qualification(s) e.g. Microsoft Certifications – advantageous
• Relevant Security courses are very advantageous