IT Support Engineer, Okta

• 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:

Desirable

• 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
• 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
• 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
• 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
• Oversee inventory and asset management, including receiving, assembling, deploying, tracking, and maintaining hardware and accessories
• Ensure accurate documentation and lifecycle management of IT assets
• Perform routine video conference room system checks, troubleshooting, and preventative maintenance to ensure meeting readiness and minimal disruption
• 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
• 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
• Maintain security-first practices while handling user data, credentials, devices, and remote troubleshooting activities