IT Support Engineer

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 flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core 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 Business Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader organization in the mission to "Accelerate Okta's Scale and Growth". We work on challenging problems, are data-driven, and always focus on the employee experience.

IT Support

Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work for our employees. Technology experience is the guiding force of our work and our Workplace Technologies Support Engineers help ensure we are providing world class on site technology support for our employees and our spaces. In this role, you will be responsible for speedy issue resolution for employee IT issues, proactive improvements, and have a strong customer first mindset. You will be part of a globally distributed onsite support team that provides IT support for our employees as well as maintaining in-office technologies such as Zoom rooms, printers, digital signage, among others. You will also share knowledge with our employees, helping them to use technology to power their productivity. You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done. Our team is helping to transform the future of work, which isn't easy but is tremendously fun and rewarding. We work on challenging problems, are data driven, and always focus on the employee experience.

Okta provides a world class in-office experience by offering our IT support and services. This Support Engineer will provide frictionless support, share best practices, and be a trusted advocate for our internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment.

Our goal is to make sure that our Oktanauts have an amazing technology experience and that they have everything they need to be successful.

What you'll be doing

• Daily conference room VC system checks and preventative maintenance. This will include confirming functionality and resolving issues
• Provide daily onsite IT support for our employees onsite 4-5 days a week
• Break/Fix support as issues are discovered and resolving issues in a timely manner
• Proactively look for opportunities to increase customer and team productivity

• Effectively communicate with our customers and stakeholders with empathy and a customer first mindset
• Identify root cause of issues and document in RCA documents

• Create knowledge articles and videos to enable our team and customers with technology best practices
• AV event support during all company meetings and smaller meetings in event spaces
• Responsible for providing in person and remote support our global staff (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack, and email.
• Inventory and asset management including receiving and building of hardware as well as ongoing management of assets (loaners, redeploying used assets, EOL older assets, loss prevention, etc.)
• Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
• Assist with onsite projects as assigned.
• Ability to identify potential user issues as larger system or company-wide incidents
• Bring a positive and fun spirit to the work you do each and every day

What you'll bring to the role

• 3+ years experience with Mac and PC technical support
• 3+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems
• 2+ years supporting video conferencing room systems
• 2+ years supporting live events in corporate environments
• Experience with Zoom and Zoom phone
• Flexible for early morning coverage and some late evening event support
• Experience with high priority escalations and high-pressure situations
• 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
• Technical degree or related work experience required
• 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!

• Bonus: experience in any of the following: ITIL, JAMF, Okta, Windows fleet management, Proofpoint, ServiceNow, Uniflow, Envoy

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

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community 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! https://www.okta.com/company/careers/.

Some roles may require travel to one of our office locations for in-person onboarding.

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 complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.