Location: San Francisco, California, United States
Okta IT is looking for a savvy IT Support Engineer to help us exceed our goal of being known as the Best IT Team ever! You'll help us do this by solving a variety of technical IT requests whilst delivering an incredible Employee Experience and knowing that it's never just an interaction – it’s building relationships. Daily you will provide support to our internal users, knowledge share with the global IT team and help drive a fun, quality focused environment. You'll be comfortable owning and managing internal IT administrative tools, maintaining department documentation, enforcing our policies & procedures and helping to ensure the proper use of our internal systems. You'll work with the IT Leadership team on department and organization wide projects to help further the development of Okta’s products and features.
A successful IT Support Engineer must have a strong understanding of all common internet applications, hardware, 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, interrupt driven environment.
Our goal is to make sure that the Organization is provided with fantastic employee experience and that they have everything they need to be successful.
Job Duties and Responsibilities:
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.
Experience working in a Public company with a high focus on Security and compliance (asset/application access), policy/process adherence and an appreciation for how to translate those requirements/policies into End User communications
Administer a variety of SaaS applications including: Okta, O365, Box, Github, Atlassian, Slack and Jira to name a few
Hardware management including troubleshooting build issues, resolving End User machine issues, imaging and policy remediation efforts
Support our weekly New Hire Orientation classes including weekly new hire on boarding efforts, providing training, delivering on boarding documentations, and helping ensure that all new hires are setup for success on day one with the correct hardware and access
Event Support (Oktane, SKO, NEO)which may require travel
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, e)
Create, update, and maintain knowledge articles in our knowledge management system
Strive to achieve resolution of all interactions on first touch whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment
Assist with special 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
3-5 years’ experience with Mac and PC technical support preferred
3-5 years’ experience working in a heavily SaaS based environment wherein you managed User/Role based access to systems preferred
Service Desk experience required
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
Experience working independently as well as with a globally distributed team and adept at working in an interrupt-driven environment Bonus: experience in any of the following: ITIL, Casper Suite, Okta, Windows fleet management, Mimecast, ServiceNow
Bonus: Onboarding and Offboarding experience
Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to both secure and manage their extended enterprise, and transform their customers’ experiences. With over 5,500 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely adopt the technologies they need to fulfill their missions. Over 5,150 organizations, including 20th Century Fox, JetBlue, Nordstrom, Slack, Teach for America and Twilio trust Okta to securely connect their people and technology.
Okta is an Equal Opportunity Employer.
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