IT Support Engineer, EMEA

About the Position

IT Support Engineer, EMEA

London, United Kingdom

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Responsibilities

Onsite & Remote IT Support

• 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.

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.

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.

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.

Conference Room & Infrastructure Support

• Perform routine video conference room system checks, troubleshooting, and preventative maintenance to ensure meeting readiness and minimal disruption.

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.

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.

Security & Compliance

• Maintain security-first practices while handling user data, credentials, devices, and remote troubleshooting activities.

Requirements

• 1-2+ years 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
• ITIL mindset and ability to contribute positively to the team's success
• Proficiency in troubleshooting Windows and Mac platforms, leveraging expertise in Jamf and Intune
• Hands-on experience in deploying and managing Jamf Pro for macOS and iOS devices, including integrating it with other IT systems
• 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

Nice to Have

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

We Offer

• Competitive salary range: £46,000-£63,000 GBP per year
• Equity (where applicable)
• Bonus
• Comprehensive healthcare coverage
• Financial benefits including paid time off and parental leave
• Professional development opportunities

About the Company

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.