Sr. Support Operations Engineer

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 Operations 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, access requests, support the root cause analysis of broader issues, proactive improvements, and have a strong customer first mindset.  You will be part of a globally distributed support operations team that provides IT support for our employees as well as maintaining process documentation, development of new procedures, and act as SME for internal technical workflows, and will serve as an escalation point for our dynamic support team. 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.

 

This Support Operations 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, 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. 

 

Job Duties and Responsibilities:

  • Provide daily user access requests and support for our employees
  • Break/Fix support as issues are discovered and resolving issues in a timely manner
  • Proactively look for opportunities to increase customer and team productivity, identify new processes and procedures to enable efficiency and a positive employee experience, and build solutions 
  • Identify root cause of issues and document in RCA documents
  • Act as SME for specific operational processes, refine processes, and serve as an escalation point for deep seeded technical issues 
  • Effectively communicate with our customers and stakeholders with empathy and a customer first mindset
  • Create knowledge articles to enable our team and customers with technology best practices
  • 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 

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • 4+ years experience with Mac and PC technical support 
  • 4+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems 
  • 2 + year experience with JAMF management and/or 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, Okta, Windows fleet management, Proofpoint, ServiceNow, Uniflow, Envoy

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((Colorado, New York and Washington only*) Minimum salary of $78,000/year + bonus, commission, or variable comp (depending on role) + equity + benefits *Note: Disclosure as required by sb19-085(8-5-20))

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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