IT Support Engineer, Okta, IL, US

The Business Technology Team

The Business Technology (BT) team at Okta is the internal IT organization responsible for the technology infrastructure, applications, and services that empower Okta employees globally. We partner across the business to deliver solutions that drive productivity, collaboration, and innovation. Effective financial management and operational discipline are critical to our success in enabling Okta's rapid growth and ensuring we operate efficiently.

The IT Support Engineer Opportunity

Reporting to the Senior Manager, IT Support, 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
• Bonus: experience in any of the following: ITIL, JAMF, Okta, Windows fleet management, Proofpoint, ServiceNow, Uniflow, Envoy

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