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Senior IT Support Engineer
Executive Support
Confirmed live in the last 24 hours
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Leadership
Requirements
  • 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
Responsibilities
  • 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.