IT Support Engineer, EMEA

The Workplace Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader Business Technology organization in the mission to “Accelerate Okta’s Scale and Growth”. We work on challenging problems, are data-driven, and always focus on the employee experience.

Our Workplace Technology Support Engineers help ensure we provide world-class dynamic technology support for our employees and our spaces. In this role, you will be responsible for helping to facilitate our new employee onboarding, quickly resolving employee IT issues and developing a strong customer-first mindset. You will be part of a globally distributed onsite support team that provides IT support for our employees and maintains in-office technologies.

What you’ll be doing:

1: Onsite & Remote IT Support

• Primarily provide onsite IT support to employees across all worker types and levels through walk-ups, desk-side assistance, tickets, Slack, and email.

• Provide remote technical support as needed, especially during low onsite support volume or based on business requirements.

• Troubleshoot and resolve issues related to Windows, macOS, VPN, email, Zoom, collaboration tools, and access-related concerns.

• Maintain a high level of customer service, professionalism, and proactive communication in all employee interactions.

• Adapt to changing schedules, shifts, and operational requirements based on business needs.

2: Onboarding & Offboarding Support

• Support onboarding activities by assisting with hardware setup, access provisioning, and employee readiness.

• Provide remote onboarding support on demand, including shipment coordination, setup guidance, and remote troubleshooting.

• Support offboarding audit tasks independently or in collaboration with global support teams to ensure compliance and asset recovery.

3: Incident & Operational Management

• Monitor and manage incidents and service requests through ServiceNow or equivalent ITSM platforms while ensuring SLA adherence.

• Handle user account management activities such as password resets, access provisioning, and group membership updates.

• Escalate complex technical issues to appropriate teams and follow through until resolution.

• Assist with on-call PagerDuty support during weekdays and weekends for business-critical incidents and escalations.

4: Inventory & Asset Management

• Oversee inventory and asset management, including receiving, assembling, deploying, tracking, and maintaining hardware and accessories.

• Ensure accurate documentation and lifecycle management of IT assets.

5: Conference Room & Infrastructure Support

• Perform routine video conference room system checks, troubleshooting, and preventative maintenance to ensure meeting readiness and minimal disruption.

6: Collaboration, Documentation & Process Improvements

• Participate in weekly operational syncs, knowledge-sharing sessions, and process improvement initiatives.

• Guide users through self-service resources and contribute to knowledge base documentation for common issues and resolutions.

• Support operational documentation, process reviews, automation initiatives, and continuous improvement efforts to enhance employee experience and team efficiency.

• Embrace an AI-first mindset by proactively identifying automation opportunities and contributing to process improvements that enhance operational efficiency and employee experience.

7: Business & Leadership Support

• Provide onsite support coverage during leadership visits, company events, onboarding sessions, and other business-critical activities.

• Be flexible to travel up to 20% for standby or onsite operational support based on business requirements.

8. Security & Compliance

• Maintain security-first practices while handling user data, credentials, devices, and remote troubleshooting activities.

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 1-2+ year supporting internal or external customers in an IT Service Desk environment
• 2+ years experience supporting Mac and Windows devices
• 2+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems
• 1+ years supporting video conferencing systems preferable
• We are seeking a candidate who possesses an ITIL mindset and can contribute positively to the team's success.
• The ideal candidate should be proficient in troubleshooting Windows and Mac platforms, leveraging their expertise in Jamf and Intune.
• It would be advantageous for the candidate to have hands-on experience in deploying and managing Jamf Pro for macOS and iOS devices, including integrating it with other IT systems.
• The candidate should also demonstrate strong problem-solving skills and the ability to work independently and collaboratively within a team environment.
• Experience supporting high priority escalations and high-pressure situations
• Strong ability to prioritize multiple tasks to ensure support for your customers and team

Additional skills or certifications a plus:

• Okta
• Google Suite
• JAMF
• Workspace One
• Okta
• ServiceNow
• Atlassian Suite
• Google Suite
• Slack
• Salesforce
  
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