Senior IT Support Engineer

In this role, you will be responsible for speedy issue resolution for employee IT issues, proactive improvements, and have a strong customer-first mindset.

You will have a security-first mindset and let policies guide how you work with our customers. You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done.

A successful Senior Support Engineer must have a strong understanding and demonstrated ability to resolve problems with common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, and operating systems. The ideal candidate will also have great attention to detail and be comfortable working independently in a fast-paced environment.

Job Duties and Responsibilities:

• Provide a first-class customer experience to internal Okta employees and contractors seeking support.
• 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, along with providing a superior transfer of support experience as needed.
• Strong focus towards developing technical skills and knowledge in order to deliver resolution through first contact.
• Identify opportunities for improvement in internal processes to enable success across our team.
• Support key Employee Lifecycle processes (onboarding and offboarding) and support provisioning and de-provisioning of applications.
• Strong demonstrated written and verbal communication skills. Ability to communicate policies and technical processes with customers of all levels.
• Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively sharing information with the team.
• Use ServiceNow to manage support requests and incident tickets daily.

Skills:

• 5+ years supporting internal or external customers in an IT Service Desk environment
• 5+ years of experience supporting Mac and Windows devices
• 5+ years experience working in a heavily SaaS-based environment with responsibility for managing user/role-based access to systems
• 3+ 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.
• It would be advantageous if the candidate has Proficiency in scripting languages such as Bash or Python for automation tasks related to Jamf is highly desirable (not mandate, but good to have).
• 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:

• Google Suite

• JAMF

• Workspace One

• Okta

• ServiceNow

• Atlassian Suite

• Slack

• Salesforce