Sr. 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 Please follow us on and Twitter.

About the role :

We are looking for an experienced Senior IT Support Engineer with both technical and interpersonal skills to join the IT team in a fast-paced startup company. If you are looking for a company with long-term IT career opportunities; and you have strong IT technical support skills with a focus on providing end-user solutions, we want you on our team.

Responsibilities :

• Provide Level 2 support for end-users across hardware, software, network and AV equipment issues
• Handle escalated tickets from L1 support
• Provide mentorship and technical guidance to L1 support.
• Participate in IT audits, compliance checks, and business continuity planning.
• Lead root cause analysis for recurring issues and implement long-term solutions.
• Proactively contribute to self-help knowledge bases and document typical requests and incidents, resolutions and workaround procedures.
• Asset tracking and user hardware management using an asset tracking system
• Ensure that all our conference room audio and visual equipment are operating effectively
• Work closely with other IT team members to update processes and procedures documentation
• Evaluate and recommend hardware setup to keep up with the different vendor changes
• Work with various system management tools to enforce security updates and patches
• Setup and decommission user accounts to services on-prem and cloud-based in a Single Sign-on environment
• Support user systems in a Windows and Mac environment
• Coordination and scheduling for testing of audio / visual equipment prior to corporate-wide meeting events
• Proactively monitor the internal support channels to ensure the prioritisation and resolution of incidents and service requests
• Effectively drive major incident process (P0 / P1s) and produce RCA within SLA

Requirements / Qualifications :

Education :

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