Remote Technical Support Specialist

IT Support Role

Join us in applying for an IT Support Engineer position.

The Business Technology Team

This role plays a critical part in realizing our vision to accelerate the delivery of business outcomes by driving clarity, collaboration, and accountability. We enable the broader organization in the mission to accelerate scale and growth. We work on challenging problems, are data-driven, and focus on employee experience.

The IT Support Engineer Opportunity

Our support engineers provide world-class technical assistance to employees and spaces. You will be responsible for troubleshooting hardware, software, and access issues via chat, email, and ticketing systems. This involves handling support tickets, resolving incidents, and ensuring timely follow-up and resolution while maintaining a customer-first mindset. Works closely with global teams to support user productivity in a fully remote capacity.

What You Will Be Doing

• Provide 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 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 team members.
  
• Assist with on-call PagerDuty alerts during weekdays and weekends to address any business-critical issues.
  
• Adapt to changing work hours or shifts depending on business needs.
  

Minimum Required Skills and Qualifications

• 3+ year(s) 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 preferably.
  
• We seek a candidate with an ITIL mindset who 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 customers and team.
  

Additional Skills or Certifications a Plus

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

Benefits of Working at Okta

• Amazing Benefits
  
• Making Social Impact
  
• Developing Talent and Fostering Connection + Community
  

Okta cultivates a dynamic work environment providing the best tools, technology, and benefits to empower employees to work productively in a setting that suits their needs.

Some roles may require travel to one of our office locations for in-person onboarding.

Okta is an Equal Opportunity Employer.

We consider qualified applicants with arrest and convictions records consistent with applicable laws.

Okta is committed to complying with applicable data privacy and security laws and regulations.

Seniority Level

• Not Applicable
  

Employment Type

• Full-time
  

Job Function

• Information Technology
  

Industries

• Computer and Network Security, Software Development, and IT Services and IT Consulting
  

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