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Senior IT Support Engineer



IT, Customer Service
Posted on Tuesday, June 11, 2024

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.

Join our growing team to deliver amazing technology support that fuels our employees' vision of Dynamic Work. Technology experience is the guiding force of our work, and our Business Technology Senior Support Engineer will help ensure we provide world-class technology support for our employees and our spaces.

In this role, you will be responsible for quickly resolving employee IT issues, making proactive improvements, and developing a strong customer-first mindset.

You will be part of a globally distributed remote and onsite support team that provides IT support for our employees and escalates high-priority concerns and incidents. Support Engineers connect with our internal customers to help with their needs, assisting with troubleshooting support via Slack, Zoom, or email. You will also share knowledge with our employees, helping them to use technology to power their productivity. Build and share a security-first mindset whilst policies guide your work with our customers. You will strongly advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that make 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.

A successful Senior Support Engineer must understand and demonstrate the ability to resolve problems with common internet and SaaS applications (Slack, Google Workspace, Zoom, Okta), hardware (both Apple & Windows OS), mobile device support, and networking basics. The ideal candidate will also pay great attention to detail and be comfortable working independently in a fast-paced environment whilst managing multiple competing priorities.

We aim to ensure our customers have an amazing technology experience and everything they need to succeed.

Job Duties and Responsibilities:

IT SupportProvide a first-class customer experience to internal Okta employees and contractors seeking support in APAC and across the Okta organizationStrive to resolve all employee support interactions on “first touch” whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment.Connect with employees via Slack and Zoom to provide real-time troubleshooting support and transfer support to the relevant team as needed.Ability to be on-site as requested with travel between office locations, including any third-party vendor sites.Support key Employee Lifecycle processes (onboarding and offboarding) and provisioning/de-provisioning of applications. Learn and effectively adapt to the usage of any new systems or applications to support employees through the change.Understand the value of written and verbal interactions with customers from across the Globe, as well as the ability to communicate policies and technical processes with employees of all levels. Use ServiceNow to manage requests and incident tickets within outlined SLAsProject Management

    • Engage in and manage requirements related to Business Technology projects and initiatives.
    • Provide proactive support to Okta-wide projects and/or initiatives by other functional teams.

Continuous Improvement Champion

    • Identify opportunities for improvement in internal processes to enable success across our team.
    • Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively sharing information with the team.
    • Flexible work arrangements to meet training or support as needed
    • Identify and work with the manager to drive enablement opportunities within and across various teams
    • Actively participate in cross-team collaboration efforts and initiatives (e.g. recurring syncs, RCA, and learning sessions)

Minimum Required Knowledge, Skills, and Abilities:

  • 3+ years supporting internal or external customers in an IT Helpdesk environment
  • 3+ years of experience supporting Mac and Windows devices
  • 3+ years experience working in a heavily SaaS-based environment with responsibility for managing user/role-based access to systems
  • 2+ years supporting video conferencing systems are preferable
  • Minimum JAMF 100 or equivalent work exposure
    • (Do you think we should add this here or discuss it in the interview? Apple Support may be something we focus on as a desirable skill in PHL.)
  • Experience supporting critical system issues in high-pressure situations
  • Strong ability to prioritise multiple tasks to ensure support for your customers and team
  • Previous history with remote support of AV & Webinar Events
  • Additional skills that will be used daily:
    • Google Suite Administration
    • Slack Administration
    • Zoom
    • JAMF
    • InTune
    • Okta Admin
    • ServiceNow reporting and ticket management
    • Atlassian (JIRA) Suite
    • Salesforce
    • MDM administration
    • Hardware asset management best practices


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

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/.

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 or interview process, 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/.