Join our growing team to deliver amazing technology support that fuels our employees' vision of Dynamic Work. Technology experience is the guiding force of our work, and our Business Technology Support Engineer will help ensure we provide world-class technology support for our employees and our spaces.  

In this role, you will be responsible for quickly resolving employee IT issues, making proactive improvements, and developing a solid customer-first mindset. 

You will be part of a globally distributed remote and onsite support team that provides IT support for our employees and escalates high-priority concerns and incidents. Support Engineers connect with our internal customers to help with their needs, assisting with troubleshooting support via Slack, Zoom, or email. You will also share knowledge with our employees, helping them to use technology to power their productivity.  Build and share a security-first mindset whilst policies guide your work with our customers. You will strongly advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that make it easier to get our best work done.  Our team is helping to transform the future of work, which isn’t easy but is tremendously fun and rewarding. We work on challenging problems, follow Okta’s security standards, and always focus on the employee experience.

A successful BT Support Engineer must understand and demonstrate the ability to resolve problems with common internet and SaaS applications (Slack, Google Workspace, Zoom, Okta), hardware (both Apple IOS & Windows OS), mobile device support, and networking basics. The ideal candidate will also pay great attention to detail and be comfortable working independently in a fast-paced environment while managing multiple competing priorities. 

We aim to ensure our customers have an amazing technology experience and everything they need to succeed. 

Job Duties and Responsibilities:

IT Support provide a first-class customer experience to internal Okta employees and contractors seeking support in APAC and across the Okta organization strive to resolve all employee support interactions on “first touch” whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment. Connect with employees via Slack and Zoom to provide real-time troubleshooting support and transfer support to the relevant team as needed. Ability to be on-site as requested with travel between office locations, including any third-party vendor sites. (Hybrid role, subject to adjust as needed) Support key Employee Lifecycle processes (onboarding and offboarding) and provisioning/de-provisioning of applications. Learn and effectively adapt to the usage of any new systems or applications to support employees through the change.Experience working in a Public company with a high focus on Security and Compliance (asset/application access), policy/process adherence and an appreciation for how to translate those requirements/policies into End User communications, Understand the value of written and verbal interactions with customers from across the Globe, as well as the ability to communicate policies and technical processes with employees of all levels.

• Responsible for providing in-person and remote support to our global staff (all worker types and employee levels). Requests will come in various forms, such as tickets, walkups, Slack, and email.
• Use ServiceNow to manage requests and incident tickets within outlined SLAsContinuous Improvement Champion
• Identify opportunities for improvement in internal processes to enable success across our team.
• Actively contribute to team knowledge by documenting newly found solutions for common issues and proactively sharing information with the team.
• Actively participate in cross-team collaboration efforts and initiatives (e.g. recurring syncs, RCAs and learning sessions) 

• Minimum Required Knowledge, Skills, and Abilities:
  • 2+ years supporting internal or external customers in an IT Helpdesk environment
  • 2+ years with remote support via Zoom and Slack
  • 1+ years of experience supporting Apple Mac IOS
  • 1+ years experience working in a SaaS-based environment with responsibility for managing user/role-based access to systems 
  • 1+ years of support using ServiceNow ticketing systems
  • Confident in presenting New Hire orientation sessions in person or via Zoom
  • Strong ability to prioritize multiple tasks to ensure support for your customers
  • Additional skills that will be used daily:
    • Slack
    • Zoom
    • Google Suite
    • JAMF
    • InTune
    • Atlassian (JIRA) Suite
    • MDM for IOS and Android devices
    • Okta Administration
    • ServiceNow reporting and ticket management
    • Hardware asset management best practices