About BeyondID
BeyondID is a venture-backed, leading Managed Identity Solutions Provider, trusted by top brands to bring their digital identity strategies to life. We help organizations navigate the complexities of identity management with secure, agile, and future-proof solutions. Our core offerings cover the full lifecycle of identity management, from strategy to ongoing optimization. Focused on industries like finance and healthcare, we deliver tailored solutions that meet critical security and compliance needs, all while partnering with top technology providers like Okta and AWS to ensure the best results for our clients.
At BeyondID, we believe in delivering exceptional employee experiences. Our Employee Value Proposition (EVP) is built around Leadership Integrity, Professional Development, and Unlocking Potential. These pillars drive our culture of growth and ensure a positive, empowering work environment. Join us and experience the difference as we continue leading the future of cybersecurity and identity management.
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
The Job Description provides a general overview of the role's responsibilities and requirements but is not exhaustive and may be subject to changes.
Equal Employment Opportunity
BeyondID is dedicated to diversity, equity, and inclusion, fostering a workplace where every employee feels valued and empowered. Our initiatives, including partnerships with diverse organizations, Employee Resource Groups, and inclusive benefits, reflect our commitment to these values. Mandatory diversity and inclusion training and leadership involvement are integral to our culture. BeyondID is not just about meeting quotas; it's about fostering diversity, making inclusion the norm, and ensuring equity.
Join us in creating a diverse, equitable, and inclusive workplace where everyone can excel.
Phishing Alert
Please note that BID only contacts candidates through BID email address (ending with @beyondid.com).
