IT Support Engineer

About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

We are a dynamic and global organization supporting 3,500 employees across multiple locations. Our IT Support Team is crucial to our operations, ensuring seamless technology experiences for our employees worldwide. With team members in various locations including Bangalore and Manila, we are committed to providing world-class IT support.

We are seeking a motivated and customer-focused IT Support Specialist I to join our Helpdesk team. This role will primarily focus on providing first-level technical support to our global workforce during the night shift hours. The position is primarily remote (with occasional requirements for in-person training or team events in our Bangalore office), offering flexibility while being an integral part of our global IT support structure.

Key Responsibilities:

• First-Level Technical Support:
• Act as the first point of contact for employees seeking technical assistance via ticketing system, email, & chat.
• Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users.
• Assist users with basic issues related to Google Workspace (Gmail, Drive, Calendar), Active Directory, Okta, GTM (Go to Market) Applications like Salesforce and other company standard applications.
• Support users with basic conferencing setups, primarily Zoom, Google Meet.
• Ticketing and Documentation:
• Log all support requests and incidents accurately in the ticketing system (Jira).
• Escalate unresolved issues to the appropriate L2 or L3 specialized IT teams.
• Assist in creating and maintaining basic user-facing knowledge base articles for common issues.
• User Account Management:
• Perform basic user account tasks like password resets and account unlocks.
• Assist with basic aspects of onboarding and offboarding processes under supervision.
• Remote & Hybrid Support:
• Provide effective remote support to employees working from various locations.
• Collaboration:
• Collaborate with global IT support team members to ensure consistent service delivery.
  
  

Job Requirements:

• 1-2+ years of experience in an IT helpdesk or technical support role.
• Basic troubleshooting experience with macOS and Windows operating systems.
• Familiarity with common enterprise IT tools and platforms (e.g., Okta, Google Workspace, Jira, etc.).
• Experience using remote support tools.
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and manage time effectively during the night shift.
• Experience with ticketing systems like Jira is preferred.
• Willingness to work the night shift schedule is essential.
• Ability to attend occasional in-person training or team events in the Bangalore or Manila office.
• Certifications (Preferred but not required): CompTIA A+ or ITIL Foundations.
  
  

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.