IT Support Engineer

About The Role

The IT Support Engineer will play a critical role in delivering exceptional IT support to ensure high customer satisfaction. This individual will leverage their technical expertise, problem-solving skills, and customer-focused mindset to address and resolve technical issues efficiently.

Key Responsibilities

• Troubleshoot and resolve IT issues efficiently, achieving high First Call Resolution (FCR) rates.

• Deliver excellent customer service through effective communication and empathy, catering to all levels of management, including C-level executives.

• Maintain high Customer Satisfaction (CSAT) scores by ensuring prompt response and resolution times.

• Proactively identify areas for improvement and implement solutions to enhance IT support services.

• Foster a culture of continuous learning and improvement within the support team.

• Understand IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk staff.

• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.

• Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.

• Keeps abreast with latest developments in area of responsibility

• Continuously documents and maintains internal processes

• Understands and adheres to global and local IT policies and processes

• Reads, processes customer agreements and provides guidance for compliance assertions

• Assists in production of vendor security forms, surveys and questionnaires

• Helps prepare inventory, user lists, audits and other declarations for compliance reporting

• Assists in reporting of resource usage and other monitoring tasks

• Provides other compliance support as needed

Qualifications

• Okta Certified or willing to obtain Okta Pro within 90 days and Okta Admin within 180 days

• 3 + years of experience in IT Security and Service Desk Operations supporting Mac and Windows operating systems

• Basic IT systems skills including working knowledge of DNS, scripting, remote access, headless computing, IP addressing, OS administration, user/shell contexts, profiles, policies, authentication, authorization, permissions, encryption

• Current understanding of best practices regarding system security in a cloud environment.

• Familiarity with variety of technologies, operating systems, databases and reporting and data analytics tools

• Experience with Okta, Microsoft O365, Microsoft Intune, Kandji, Zoom, Slack, JIRA and Confluence

• Excellent written and verbal communication skills

• Familiarity with identity management, app modernization, and zero-trust security principles.

• Ability to work well with others in a fast-paced global company

• Ability to identify software needs

• Knowledge of architecture processes and performance reports of operating systems

• Strong critical thinking skills