Job Title: Technical Support Engineer
Company: Okta Technology PLC
Job Type: Permanent
Description: We are looking for a Technical Support Engineer to provide enterprise-level assistance to our
customers. You will diagnose and troubleshoot software and hardware problems and help our
customers install applications and programs.
Technical Support Engineer responsibilities include resolving network issues, configuring
operating systems and using remote desktop connections to provide immediate support. You
will use email and chat applications to give clients quick answers to simple IT issues. For
more complex problems that require nuanced instruction, you will contact clients via phone
and/or provide clear, written instructions and technical manuals.
To be qualified for this role, you should hold a degree in a relevant field, like Computer
Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus.
Responsibilities
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network
configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve
solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software
developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
Requirements and skills
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT
Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
We offer you a challenging and multifaceted employment opportunity with long-term perspective in a
fast-growing company in the IT industry. Our working environment will offer you the opportunity to
further develop yourself personally and professionally. You will find a progressive team-oriented
management which supports you through open communication and accessibility. Do we have your
attention? Please send your application to the following E-mail address: eden@oktatechnology.com.
We are looking forward to receiving your application.
