Summary

This guide is intended to help ION employees work from home effectively and productively.

Many of ION’s corporate systems are available directly over the internet so to use those you will not need
to connect into any office network. For those systems you will just need your standard ION login credentials
and multi-factor authentication (MFA) (where applicable).

The following systems can be accessed directly over the internet and do not require a connection into ION:

Service Description
ConnectION Corporate Intranet
ION Help Centre / Jira Blue IT, HR POPS, Expenses, Facilities, Security, Payroll
Lever Recruitment Tool
office.com Microsoft Office 365 including SharePoint
Microsoft Teams Instant messaging, internal calling, screen sharing, file sharing, etc
Webmail Outlook on the web
Udemy E-Learning
Concur Expenses & Travel
Aestiva PO System ION's Purchase Order System
KnowBe4 ProtectION – Security training
Salesforce Customer Relationship Management / Sales
Netsuite ION Financial system

For those of you requiring access to internal systems please use the appropriate VPN for your particular
group/organization. A link to the VPN instructions for each are provided below.

Entity Instructions
All MFA Setup Instructions
ION (ITT,TPT, WSS, LAB49) Cisco AnyConnect
Fidessa Pulse Secure
Acuris AppGate
Allegro Cisco Meraki (contact local IT Support)
Dealogic MSFT Direct Access (standard on DL laptops)
Market Factory FortiGate (contact local IT Support)
Openlink Cisco AnyConnect
Reval Cisco AnyConnect
Selerity OpenVPN (contact local IT Support)
Aphelion Cisco AnyConnect
Aspect Cisco AnyConnect
Broadway Technologies FortiGate (contact local IT Support)

We ask that if you need to step away that you disconnect the VPN to allow others to use more bandwidth
as needed.
Phones

Internal Calls
For all internal calls please use Microsoft Teams.

External Calls
Many staff already have soft-phone applications installed on their machines, but if your role requires you to
make/take external calls, please follow instructions below to raise a Jira ticket for assistance with soft-phone
setup if you don’t have the software on your laptop.

Contacting IT

The default method for contacting IT should be by opening a Jira ticket. Central L1 staff will be focused on
addressing and escalating issues raised.

For urgent VPN types of issues, please email vpn_issues@iongroup.com as we will have specific network
engineers monitoring and addressing issues raised.

In case you have issues where you cannot raise a Jira ticket, please email servicedesk@iongroup.com.

We have also setup an IT hotline for critical issues reachable on a 24x5 basis:

EMEA +44 207 105 1040

Hong Kong +852 2500 9370
Tokyo +81 3455 00980
AMER +1 212 520 4050
India +91 120 4585 350

FAQ

Q. My laptop doesn’t have Teams installed. What do I do?

A. You can navigate to https://portal.office.com and open the Teams web client. At the lower left you can
click on the download icon to install the application. This can be also done with most of the other Microsoft
applications you see there.

Q. I’ve VPN’d in, but cannot connect to a specific host/application. What do I do?
A. In most cases, the connection in will allow you to connect to local tools/applications/hosts, but rule sets
need to be modified to allow traffic to certain IP addresses. If possible, please try a jump box (speak to
your manager to see if this is relevant for your workflow) within your network as a temporary workaround,
and raise a Jira ticket to have the routing change be made. If no workarounds are possible, and your issue
is urgent, please email vpn_issues@iongroup.com

Q. My VPN connection is slow. What is the problem?

A. Check to see that you are connecting to the VPN closest to you (see the VPN document for your
organization as in the table above). Also make sure to use a tool like http://www.speedtest.net/ to ensure
your local bandwidth isn’t the bottleneck.

Q. Can I borrow corporate hardware such as monitors, keyboards, etc during this period of WFH?
A. We ask all staff needing to borrow equipment sign this form to acknowledge that you agree to transport
the equipment yourself and that if damaged or not returned that you will pay for it. In some locations
borrowing equipment is not feasible (such as in India) so please check with your regional operations lead
first.

Q. How do I reset my password?

A. Please go to https://portal.office.com , type in your username and click “Forgot my password”

Q. How do I update my password?

A. Please go to https://adfs.iongroup.com/adfs/portal/updatepassword