Associate IT Support Engineer NEW

Our IT Support Engineers help ensure we provide world-class dynamic technology support for our employees and our spaces. In this role, you are responsible for providing remote technical assistance to end-users by troubleshooting hardware, software, and access-related issues. This role involves handling support tickets, resolving incidents, and ensuring timely follow-up and resolution, all while maintaining a customer-first mindset. Works closely with global IT teams to support user productivity in a fully remote capacity. You will be part of a globally distributed remote support team that provides IT support for our internal Okta employees.

What you’ll be doing:

• Provide remote technical support for hardware, software, and access issues via chat, email, and ticketing systems.
• Troubleshoot and resolve issues related to Windows, macOS, VPN, email, Zoom, and productivity tools.
• Monitor and manage tickets in ServiceNow or equivalent ITSM tool, ensuring timely response and resolution based on SLA.
• Perform user account management tasks (e.g., password resets, access provisioning, group memberships).
• Guide users through self-service resources and document common resolutions in a knowledge base.
• Escalate complex issues to appropriate teams and follow up to ensure closure.
• Participate in weekly operations syncs, knowledge-sharing, and process improvement initiatives.
• Support new hires onboarding remotely (if requested – On demand) by assisting with initial setup and access provisioning.
• Ensure security-first practices, particularly when handling user data, credentials, or remote troubleshooting.
• Maintain a high level of customer service, communication, and professionalism in all interactions.
• Provide support for offboarding audit tasks, either independently or in coordination with global support team members.
• Assist with on-call PagerDuty alerts during weekdays & weekends to address any business-critical issues.
• In the future, this role is also expected to be onsite as needed for specific events or leadership visits or onsite onboarding. Additionally, it will require up to 20% travel for standby support, depending on business needs.
• Adapt to changing work hours or shifts depending on business needs.
• This role also supports documentation, process reviews, and knowledge base contributions as needed — a great chance to drive team impact and support company goals.

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 3+ year supporting internal or external customers in an IT Service Desk environment
• 3+ years experience supporting Mac and Windows devices
• 3+ 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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