• First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required • Conduct outbound calls to customers, clients, vendors, etc. as required • Take inbound calls from customers, clients, vendors, etc. as required • Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues • Determine priority of support requests based on customer urgency and impact of the reported incident. • Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information • Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc… • Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc. • Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation • Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…) • Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues • Review all cases coming into the ticket queue during shifts • Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position • Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session • Set up and configure virtual desktops utilizing VMware Horizon and associated applications • Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed • Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues • Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.) • Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks • Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up • Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.

• Administer, configure, and maintain the Ironclad contract lifecycle management (CLM) platform, including workflow design, template management, clause libraries, approval chains, and user access controls, following SOX-compliant change management processes. • Partner with Legal Operations, Sales, Deal Desk, Finance, and Partner Operations to gather requirements, translate them into scalable Ironclad configurations, and communicate updates in an async-first, fully remote environment. • Design, build, and optimize end-to-end contract workflows, including sales agreements, partner agreements, non-disclosure agreements (NDAs), amendments, renewals, and other contracting processes as business needs evolve. • Manage and maintain integrations between Ironclad and adjacent Lead-to-Cash systems, including Salesforce, Zuora CPQ, DocuSign, and NetSuite, collaborating with engineering and other system administrators to support data integrity and reliable handoffs. • Use Ironclad AI capabilities (including AI Assist, AI Playbooks, Smart Import, and clause detection) to improve contract review efficiency, reduce manual effort, and support compliance across the contract lifecycle. • Build and maintain Ironclad dashboards and reporting to provide visibility into contract status, cycle times, bottlenecks, and compliance metrics for stakeholders and leadership. • Lead small to medium-sized projects to enhance CLM functionality and user experience, and document configurations, processes, and standards in the GitLab handbook. • Troubleshoot and resolve Ironclad platform issues of moderate to high complexity, manage vendor escalations and support tickets, and conduct configuration reviews to ensure quality, maintainability, and adherence to internal standards.

Role Description Du liebst es mit Menschen zu kommunizieren und berätst gerne bei auftretenden Kundenanfragen? Dann bist Du unsere Verstärkung für unser Support-Team. - Verantwortlich für alle technischen Wehwehchen des Kunden. - Telefonische und schriftliche Beantwortung von Kunden- und Interessenten-Fragen. - Hilfestellung bei allen auftretenden Problemen und Anregungen zu unserer Software. - Durchführung von Schulungen und Erklärung, wie tomedo funktioniert. - Aufnahme und Voranalyse von Bug Reports für die Programmierer. - 100% Home Office möglich, Einarbeitung teilweise in Jena. - Teilzeitanstellung möglich, idealerweise mindestens 32 Stunden pro Woche. Qualifications - Erste Erfahrungen im Support oder in der Kundenbetreuung. - Herausragende Auffassungsgabe, Lernfähigkeit und analytisches Denken. - Professionelles und freundliches Auftreten. - Wertschätzende Kommunikation mit Kunden und Interessenten. - Kenntnisse im Umgang mit Apple-Geräten von Vorteil. - Erfahrungen im Arztsoftware-Bereich oder der Medizinbranche sind von Vorteil, aber nicht zwingend erforderlich. - Interesse an einem kleinen Unternehmen mit flachen Hierarchien. - Deutschkenntnisse mindestens auf C1-Niveau. Benefits - Super Team und flache Hierarchien. - Job Crafting/individuelle Arbeitsgestaltung. - Flexible Arbeitszeiten. - Weiterentwicklungsmöglichkeiten. - Home Office/mobiles Arbeiten. - Team Events. - Förderung der physischen und psychischen Gesundheit. - Betriebliche Altersvorsorge. - Betriebliche Krankenversicherung. - Dienstradleasing/Jobrad. - Hardwareleasing. - Mitarbeiterrabatte. - Betreuungskosten- und Kita-Zuschuss. - Erholungsbeihilfe. - Essenszuschuss. - Fahrtkostenzuschuss. - Auslandsarbeit.

The Role This Level 2 IT Service Desk Engineer role will be part of the ION's US IT Service Desk primarily based in NYC (midtown). The IT team is formed of an enthusiastic mix of people with strong technical, functional and customer service skills. User interactions will involve in-office walk ups, to users across the Americas via Teams chat, email, etc. While daily ticketing monitoring will be the norm, you will also be involved with larger projects running in parallel. Key Responsibilities - Administration of ION's ITSM Ivanti Neurons including logging of IT support calls received via walk ups, Teams, email, phone calls, etc. - Range from performing basic tasks (inventory of spare hardware, desk moves, etc) to the increasingly involved (building out of laptops for new hires, user management in Azure, FollowMe printing, troubleshooting of conference room tech, etc), and cross delving into other IT areas (basic network management, software deployments, etc) - General in-office user management (handling wifi issues, walk ups, etc) - Exercise professionalism and composure during interactions with executives and other higher level employees. Required Skills, Experience and Qualifications - At least 4 of years of solid experience in desktop support. Financial Services and Software Engineering environments preferred. - At least 1-2 years of Level 2 support required. - Basic network troubleshooting skills required. - Practical experience with Azure/M365, VMware. - JAMF is a plus - Certifications highly preferable (MSFT, CompTIA, ITIL) but not required. - BA or BS degree preferred Salary Range & Benefits: The estimated salary range is $65,000 - $80,000. Salary is negotiable depending on experience and skills. Our total rewards program is designed to support employee well-being and professional growth. We offer a competitive benefits package including a discretionary bonus, paid holidays, a 401(k), and comprehensive medical, dental, and vision coverage. Additional benefits include life insurance, short and long-term disability, Commuter FSA, Family Building Benefits, and more. All benefits are subject to eligibility requirements. About us We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world. • Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk. • Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure. ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision. ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business. ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.