IT Support Engineer (Tier II)

Ontra is a remote-first company, with access to coworking spaces and offices in a few key cities for employees who may prefer in-person working options. We value connection, investing in opportunities for in-person and virtual gatherings with your Ontra colleagues.
We currently are able to hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong, Singapore
EMEA
United Kingdom
For this job we are currently only hiring candidates based in the United States.
About the team & opportunity
Ontra is seeking an IT Support Engineer (Tier 2) reporting to our IT Manager. This person will be responsible for providing technical assistance and support to all departments across all technology platforms. This role will support day-to-day IT operations using Slack, Zoom, and our help desk ticket system. A personable and empathic approach to support is a key component of this role as you focus on keeping the various business units up and running while presenting ideas to make them more productive going forward.
The role is a great opportunity to develop and implement processes and projects to support employees as we build an IT team to support company growth. You will learn a broad range of skills and help shape culture and strategic direction.
If you are excited about shaping the culture and strategic direction of our IT Support team as you provide key assistance to the business, we'd love to get to know you!
Due to current and anticipated future business support needs, we will prioritize candidates based in Pacific time.
What you'll do

• IT Support: Provision and maintain accounts for users, including creating and resetting passwords, managing permissions, and provisioning access to applications and resources.
• Troubleshooting: Configure and troubleshoot issues in an Apple and PC environment, including hardware, software, and networking.
• Onboarding/Offboarding: Setup and onboard new hires, hardware, and peripherals, including installing operating systems, configuring applications, and setting up security settings in a fully remote environment.
• IT Systems: Manage IT Ticketing system queues and identify training opportunities for users.
• Instill/Update Policies: Help shape and enforce IT standard operating procedures and security policies.
• Project management: Coordinate and oversee a wide range of IT projects, including planning, execution, and documentation.
• Inventory management: Manage IT inventory in addition to enterprise-wide asset tracking.
• Documentation: Build and maintain internal and user-facing documentation for all managed services.

What you'll bring

• Experience: 2+ years of IT Support experience required; experience working with a globally distributed workforce preferred
• Communication skills: Strong verbal and written communication skills are essential
• Tech Stack: Experience with Google Workspace, JAMF, Mac OS, Windows, OKTA, Zoom, and Ticketing System
• Network: A basic understanding of network troubleshooting principles is beneficial
• IT Infrastructure: Basic understanding of Information Technology infrastructure practices is a major plus
• Certifications: CompA+/Apple certified or equivalent certification is beneficial
• Flexibility: Be available for on-call rotation support
• Education: Bachelor's Degree in a technology-related field preferred

About Ontra
Ontra is the global leader in Contract Automation and Intelligence for private asset management firms. The Ontra platform combines AI-enabled software with a worldwide network of highly trained lawyers to modernize recurring legal workflows. Ontra's solutions improve all aspects of the contract lifecycle - from negotiating and processing routine contracts to tracking obligations in complex agreements. Ultimately, Ontra reduces the time, expense, and risk associated with contract management, freeing its customers to focus on other strategic priorities.
Our benefits

• Opportunity to participate in Ontra's unit-based compensation program
• Medical, dental, and vision insurance base plans at no additional cost
• Employer-sponsored retirement plans
• Monthly phone and internet reimbursement (equivalent of $100 USD)
• Annual professional development reimbursement (equivalent of $2K USD)
• 4 months (16 weeks) of parental leave
• Unlimited paid time off
• Twice-weekly lunch perk

Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Pay transparency
Ontra publishes salary ranges on our salary board here: https://bit.ly/3UjAOE3, which currently includes estimated annual cash salary ranges for candidates based in Colorado and New York City, in accordance with applicable laws and regulations.
Ontra leverages current market data to determine compensation, so posted figures are subject to change as new market data becomes available.
Ontra factors in your location when benchmarking compensation for most roles. If you are not located in Colorado or New York City and have been selected to participate in our interview process, we encourage you to speak with your recruiter about compensation for the role during an initial conversation.
In addition to cash salary, the total compensation package Ontra offers includes unit-based compensation (if applicable). Certain roles in our sales and account management departments may also be eligible to receive variable compensation or commission.
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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