Senior IT Support Engineer

The IT Support Engineering Team

Become a key player in our growing team, dedicated to delivering exceptional technology support experiences that drive the vision of Dynamic Work for our employees. With technology at the heart of everything we do, our IT Support Engineers are essential in providing world-class onsite support for both our team members and workspaces.

The Senior IT Support Engineering Opportunity

As a Senior IT Support Engineer, you’ll resolve employee IT issues, drive proactive improvements, and foster a customer-first mindset. You’ll join a global onsite support team, maintaining in-office technologies like Zoom rooms, printers, and digital signage, while empowering employees to use technology for optimal productivity in a dynamic work environment.

You’ll advocate for employees by understanding their tech challenges and championing solutions that enhance their work experience. With a focus on data-driven problem-solving and a commitment to an exceptional employee experience, you’ll help shape the future of work at Okta.

This role is ideal for an aspiring IT leader passionate about creating seamless tech experiences and enabling success for Oktanauts.

What you’ll be doing 

• Assist with projects as assigned and proactively look for opportunities to increase customer and team productivity
• Provide daily onsite and remote support for our employees  
• Meet and/or exceed Service Delivery SLAs and NPS goals
• Act as an SME in SAAS platforms utilized by Okta, being a point of escalation for Junior Engineers and other teams, including engineering and security.
• Break/Fix support as issues are discovered and problems are resolved promptly. This includes inventory and asset management, receiving and building hardware, and ongoing asset management. Effectively communicate with our customers and stakeholders with empathy and a customer-first mindset.
• Ability to identify potential user issues as larger system or company-wide incidents and document them in RCA documents
• Strive to resolve all employee support interactions on the first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment.
• Create KB articles and videos to provide our teams with best technology practices.
• Comfortable providing premiere support for senior leadership and critical meetings
• Responsible for providing in-person and remote support to our global employees (all worker types and employee levels). Requests will come in various forms, such as tickets, walkups, Slack, and email. 
• Support the employee lifecycle experience as needed (onboarding, off-boarding)
• Open to travel 10% of the time.
• Willingness and ability to be onsite in the San Francisco office for 4 days per week

What you’ll bring to the role

• 5-6 years of working experience with Mac and PC technical support 
• 3-4 years of working experience with Okta, JAMF and Google Workspace 
• 3+ years experience working in a SaaS-based environment with responsibility for managing user/role-based access to systems 
• 3+ years supporting video conferencing room systems, and live events in corporate environments
• Experience with Zoom and Zoom phone
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively while ensuring a high level of accuracy and attention to detail
• Ability to coach and mentor team on technical issues.
• Excellent communication skills and customer service attitude
• Self-starter with initiative and a high 'figure it out' factor 
• Proven desire to take ownership of tasks and projects and follow through to completion

And extra credit if you have experience in any of the following! 

• Experience in any of the following: ITIL, Windows fleet management, Proofpoint, ServiceNow, Uniflow, Envoy
• Scripting with Python is a big plus

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