IT Support Engineer, EMEA
Okta · London, England, United Kingdom
- On site
- Full-time
- £54,000 / year
- London, England, United Kingdom
Job highlights
- Provide world-class IT support onsite and remotely.
- Resolve employee IT issues across various platforms.
- Manage onboarding, offboarding, and incident response.
- Oversee IT asset management and conference room systems.
- Contribute to process improvements and documentation.
About the role
About the Role
The Workplace Technology TeamThis 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. Our Workplace Technology Support Engineers help ensure we provide world-class dynamic technology support for our employees and our spaces. In this role, you will be responsible for helping to facilitate our new employee onboarding, quickly resolving employee IT issues and developing a strong customer-first mindset. You will be part of a globally distributed onsite support team that provides IT support for our employees and maintains in-office technologies.What you’ll be doing:
1: Onsite & Remote IT Support
- Primarily provide onsite IT support to employees across all worker types and levels through walk-ups, desk-side assistance, tickets, Slack, and email.
- Provide remote technical support as needed, especially during low onsite support volume or based on business requirements.
- Troubleshoot and resolve issues related to Windows, macOS, VPN, email, Zoom, collaboration tools, and access-related concerns.
- Maintain a high level of customer service, professionalism, and proactive communication in all employee interactions.
- Adapt to changing schedules, shifts, and operational requirements based on business needs.
2: Onboarding & Offboarding Support
- Support onboarding activities by assisting with hardware setup, access provisioning, and employee readiness.
- Provide remote onboarding support on demand, including shipment coordination, setup guidance, and remote troubleshooting.
- Support offboarding audit tasks independently or in collaboration with global support teams to ensure compliance and asset recovery.
3: Incident & Operational Management
- Monitor and manage incidents and service requests through ServiceNow or equivalent ITSM platforms while ensuring SLA adherence.
- Handle user account management activities such as password resets, access provisioning, and group membership updates.
- Escalate complex technical issues to appropriate teams and follow through until resolution.
- Assist with on-call PagerDuty support during weekdays and weekends for business-critical incidents and escalations.
4: Inventory & Asset Management
- Oversee inventory and asset management, including receiving, assembling, deploying, tracking, and maintaining hardware and accessories.
- Ensure accurate documentation and lifecycle management of IT assets.
5: Conference Room & Infrastructure Support
- Perform routine video conference room system checks, troubleshooting, and preventative maintenance to ensure meeting readiness and minimal disruption.
6: Collaboration, Documentation & Process Improvements
- Participate in weekly operational syncs, knowledge-sharing sessions, and process improvement initiatives.
- Guide users through self-service resources and contribute to knowledge base documentation for common issues and resolutions.
- Support operational documentation, process reviews, automation initiatives, and continuous improvement efforts to enhance employee experience and team efficiency.
- Embrace an AI-first mindset by proactively identifying automation opportunities and contributing to process improvements that enhance operational efficiency and employee experience.
7: Business & Leadership Support
- Provide onsite support coverage during leadership visits, company events, onboarding sessions, and other business-critical activities.
- Be flexible to travel up to 20% for standby or onsite operational support based on business requirements.
8. Security & Compliance
- Maintain security-first practices while handling user data, credentials, devices, and remote troubleshooting activities.
Minimum REQUIRED Knowledge, Skills, and Abilities:
- 1-2+ year supporting internal or external customers in an IT Service Desk environment
- 2+ years experience supporting Mac and Windows devices
- 2+ 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
Key skills/competency
IT Support Engineer EMEA
- Onsite and remote IT support for employees.
- Troubleshooting Windows, macOS, VPN, email, and collaboration tools.
- Hardware setup, access provisioning, and user account management.
- IT incident and service request management using ITSM platforms.
- Inventory and asset management.
- Conference room and video conferencing system support.
- Knowledge base documentation and process improvement.
- Security and compliance best practices.
Skills & topics
- IT Support
- Help Desk
- Desktop Support
- Windows Support
- macOS Support
- SaaS
- ITSM
- ServiceNow
- Jamf
- ITIL
How to get hired
- Tailor your resume: Highlight your IT support experience, Mac/Windows proficiency, SaaS environment management, and ITIL mindset.
- Showcase technical skills: Emphasize experience with Jamf, Intune, video conferencing, and ITSM platforms like ServiceNow.
- Demonstrate problem-solving: Provide examples of resolving complex IT issues and managing high-priority escalations.
- Emphasize customer service: Illustrate your customer-first mindset and ability to communicate professionally and proactively.
- Prepare for behavioral questions: Be ready to discuss teamwork, prioritization, and handling high-pressure situations.
Technical preparation
Master Windows and macOS troubleshooting.,Gain experience with Jamf and Intune.,Familiarize yourself with SaaS and access management.,Practice ITSM and video conferencing support.
Behavioral questions
Describe a complex IT issue you resolved.,How do you prioritize multiple support requests?,How do you ensure excellent customer service?,Share an experience of working in a fast-paced environment.
Frequently asked questions
- What are the key responsibilities of an IT Support Engineer at Okta?
- As an IT Support Engineer at Okta, you will provide both onsite and remote IT support, troubleshoot issues across Windows and macOS, manage user accounts and access, support onboarding/offboarding processes, handle incident management, oversee IT asset inventory, and maintain conference room systems. You'll also contribute to documentation and process improvements.
- What technical skills are most important for this IT Support Engineer role at Okta?
- Proficiency in supporting Mac and Windows devices is crucial. Experience with SaaS environments, Jamf (Jamf Pro), Intune, video conferencing systems, and ITSM platforms like ServiceNow is highly valued. An ITIL mindset is also a key requirement.
- Does this IT Support Engineer role require travel?
- Yes, this IT Support Engineer role may require travel up to 20% for standby or onsite operational support, based on business requirements. This includes supporting leadership visits, company events, and other business-critical activities.
- What is the salary range for the IT Support Engineer position in the UK?
- For candidates located in the United Kingdom, the annual base salary range for this IT Support Engineer position is between £46,000 and £63,000 GBP. This range can vary based on your skills, qualifications, and experience.
- What is the work arrangement for the IT Support Engineer role at Okta?
- This role is part of a globally distributed onsite support team, indicating a strong emphasis on onsite presence. While remote support is provided as needed, the primary nature of the role suggests an on-site or potentially hybrid arrangement to support employees and in-office technologies.
- What are the opportunities for growth in this IT Support Engineer role?
- While the primary focus is on providing exceptional IT support, Okta emphasizes career-defining work and fosters connection within its global community. Opportunities for growth may involve taking on more complex technical challenges, contributing to process improvements, and developing expertise in various IT systems and services.
- What kind of company culture can I expect at Okta for this IT Support Engineer role?
- Okta's culture is described as intentional about connection, with a global community driven to innovate. They offer an immersive, in-person onboarding experience and are committed to social impact and developing talent. Okta is also an Equal Opportunity Employer.