IT Support L1 & L2

Cluj-Napoca, Romania       ·         Full time

Company Description

Founded in 2012, MindMaze is a global leader in brain technology and digital neurotherapeutics solutions for brain health and recovery. Its mission is to accelerate the brain’s ability to recover, learn and adapt. The company has two core divisions – Healthcare and Labs – working collaboratively at the intersection of neuroscience, bio-sensing, engineering, mixed reality and artificial intelligence. 

MindMaze Healthcare is advancing a universal platform for brain health with breakthrough solutions to some of the world’s most challenging problems in neurology, including stroke, Parkinson’s disease and Alzheimer’s disease. MindMaze Labs, the company’s R&D innovation hub, is focused on the future of human computing – working across multiple industries to innovate and build the next generation of human-machine interfaces. The company has offices in Lausanne, Baltimore, London, Paris and Cluj-Napoca.

For more information, please visit www.mindmaze.com.

Job Description

As an IT Support Specialist Level 1 & 2 based in our office in Cluj-Napoca, we count on you to provide an environment to our colleagues that allows them to operate in an efficient manner. Your expertise will help deploy hardware and software to users, support their usage, and resolve issues. You are keen to work with many people in a multicultural environment, continuously learning and growing your skills. 

Overall, you will play a critical role in ensuring that end-users have access to reliable and effective technology solutions, and that technical issues are resolved quickly and efficiently.

In this role, we’ll count on you to:

• Provide first-level technical support and training on how to use the company’s software applications to end-users remotely 
• Installing, configuring, and troubleshooting hardware and software issues, escalating more complex issues to senior IT staff when necessary 
• Windows & basic software configuration, and basic administration (drive partitioning and formatting.
• Monitor and administer internal IT support; Installation and/or configuration of various office software products
• Establish and ensure Service level agreements (SLAs) are met and exceeded
• Identify potential SLA misses and escalate them according to the defined procedure
• Perform regular software validation check for the company’s MDM systems
• Analyze recurring issues and suggest corrective action 
• Maintain accurate documentation of IT support tickets and resolutions in the ticketing system 
• Provide exceptional customer service to end-users, ensuring a positive customer experience 
• Adhere to IT policies and procedures, including security and compliance requirements
• Product provisioning / deployment support (optimize the provisioning process, create ISO images, document and validate ISO images)
• Manage Inventory (maintain inventory updated)
• Stay up-to-date with technology: Keep up-to-date with new hardware and software technologies, and provide recommendations for upgrades or improvements to systems and applications.

Qualifications

• Bachelor in Computer Science or related field, or equivalent work experience
• Minimum 1-3 years of experience in a technical support role, preferably in a fast-paced environment or startup
• PowerShell & Batch scripting experience is a big plus
• Good understanding of Linux, MAC and Windows operating system and standard applications (MS Office, Mail, Gsuite…)
• Skilled with Windows automated deployment administration (ADK, DISM, etc)
• Mobile device management (MDM)
• At ease with Atlassian’s suite
• Fluency in English is mandatory (minimum B2 Level)
• Additional duties as required

Additional Information

• Flexible work environment: flexible schedule + you can work from home up to 2 days per week
• Competitive salary & Meal tickets
• 25 days of annual leave + 2 extra days during Christmas week
• Office located close to the city center, accessible by public transport
• A scale-up company in innovative therapies

Please click here to apply.