Associate IT Support Engineer

The Business 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.

The Associate IT Support Engineer Opportunity

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 and expected to cover the PST hours between 8am to 5pm PST.
• 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.
• 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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