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Senior IT Support Engineer
Executive Support
Confirmed live in the last 24 hours
San Francisco, CA, USA
Experience Level
Desired Skills
Customer Service
  • Effectively communicate (verbal and written form) with our executive 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 executive customers with technology best practices
  • AV event support during executive meetings and smaller meetings in event spaces
  • Provide white glove support for senior leadership and critical meetings, both onsite and remotely
  • Drive a seamless and amazing onboarding experience for our new executives
  • Responsible for providing in person and remote support to our executive staff. Requests will come in a variety of forms such as tickets, walkups, Slack, and email
  • Strive to resolve all executive employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
  • Assist with projects as assigned
  • Ability and willingness to travel up to 25% of time to other Okta offices or for offsite events
  • Willingness to make house calls for basic home network troubleshooting, AV + workstation setup
  • Bring a positive and fun spirit to the work you do each and every day
  • 5+ years experience with Mac and PC technical support
  • 5+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems
  • 4+ years supporting executive level customers in corporate environments
  • 4+ years supporting AV events in corporate environments
  • Experience with Zoom and Zoom phone
  • Flexible for early morning coverage and some late evening support + occasional weekends and holidays
  • 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
  • Excellent communication skills and customer service attitude
  • High level of integrity and ability to work discreetly in situations where you may have access to sensitive information
  • 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
  • This role will requires the individual to come into the office 4-5 days a week, due to the nature of the role
  • Provide daily onsite and remote IT support for our executive employees and their administrative assistants
  • Consistently meet and/or exceed SLA expectations and deliverables
  • Break/Fix support as issues are discovered and resolving issues in a timely manner
  • Proactively look for opportunities to increase customer and team productivity
Desired Qualifications
  • You are comfortable working under pressure while supporting C-Level Executives
  • Tenacious, with good follow up and attention to detail
  • Active, empathetic and informational listener
  • You navigate with a proactive mindset when demonstrating world class customer service-
  • Be a future teller
  • Always have a backup plan
  • You consistently exercise accountability and ownership-
  • Never pass the buck
  • We are owners… all of the time
  • You have an affinity for genuinely helping others with a customer-centric mindset
  • You are a thought leader
  • You possess a high EQ level
Okta provides online identity verification solutions.
Company mission
Okta provides online identity verification solutions.