Senior IT Support Engineer
: Job Details :

Get to know Okta

Okta is The World's Identity Company. We free everyone to safely use any technology-anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We're building a world where Identity belongs to you.

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

#LI-RA1

#LI-Onsite

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit:

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$81,000-$121,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $90,000-$136,000 USD

What you can look forward to as an Full-Time Okta employee!

* Amazing Benefits

* Making Social Impact

* Fostering Diversity, Equity, Inclusion and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today!

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

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Okta

The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.