Senior IT Support Engineer

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 Business Technology 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.

The Senior IT Support Engineer Opportunity

Our Senior IT Support Engineers help ensure we provide world-class dynamic technology support for our employees and our spaces. In this role, you will quickly resolve employee IT issues, develop a strong customer-first mindset and will help facilitate our new employee onboarding. You will be part of a globally distributed onsite support team that provides IT support for our employees and maintains in-office technologies.

What you’ll bring to the role - This role is perfect for you if:

• You are proactive leader who is able to identify opportunities for improvement and act on them - we are looking for someone that can actively drive projects, minimize escalations and lead by example
• You are a strategic thinker who is not only focused on immediate solutions but also look for long-term resolutions. We value individuals who can think outside the box and continuously improve systems and workflows.
• You can mentor junior engineers while leading the day-to-day work 
• You can make decisions independently or in partnership with leadership

What you’ll be doing 

• Assist with projects and enhance customer and team productivity
• Provide onsite and remote support, meeting SLA’s 
• Act as an SME for Otka’s SaaS platforms, proactively minimizing escalations and serving as an escalation point for our EMEA and frontline support team
• Perform Break/Fix support, including asset management and hardware setup
• Identify and document system-wide incidents as needed
• Resolve employee issues on first touch, balancing competing demands 
• Provide premier support for leadership and critical meetings
• Support employees globally via tickets, walkups, slacks and email
• Oversee employee lifecycle (onboarding/offboarding)
• Travel up to 10% and work onsite in Dublin Office 3-4 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 and Google Workspace 
• 3-4 years working experience with JAMF
• 3+ years experience working in a SaaS-based environment with responsibility for managing user/role-based access to systems 
• 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
• Lead Support work and drive day-to-day business
• Excellent communication skills and customer service attitude
• Self-starter with initiative and a high 'figure it out' factor
• Passion for helping people and a positive attitude. 
• Proven desire to take ownership of tasks and projects and follow through to completion
• Bonus: experience in any of the following: Scripting with Python, ITIL, Windows fleet management, Proofpoint, ServiceNow,

Note: Job Descriptions aren’t everything. We encourage you to apply for the role even if you don’t meet all the requirements above. 

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