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Staff/Lead Executive Support Engineer

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Okta

2mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Software Engineering
  • London

AI generated summary

  • You need 4+ years supporting executive customers, 3+ years with AV events, 8-10 years in Mac and PC support, SaaS experience, flexibility, ability to handle high-pressure situations, and strong communication skills. Certifications are a plus. Be a self-starter with a security first mindset.
  • You will lead the daily support for executive employees, develop streamlined processes, provide white glove support, identify root causes of issues, create knowledge articles, and ensure a seamless onboarding experience for new executives.

Requirements

  • 4+ years supporting executive level customers in corporate environments
  • 3+ years supporting AV events in corporate environments
  • 8-10 years experience with Mac and PC technical support
  • 8-10 years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems
  • Flexible for early morning coverage and some late evening 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
  • 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
  • Security first mindset!
  • Certifications (not required): Google Admin, JAMF 300/400, SSCP, MCSA, Okta Professional, ITIL certifications

Responsibilities

  • Hands on leader that can provide daily onsite and remote IT support for our executive employees and their administrative assistants
  • Build key measurements of success and streamlined processes for the executive program
  • Lead meetings with our key business partners to ensure we’re have a voice to champion our executive audience
  • Build a sustainable and scalable program that provides a global presence for all our executive employees and their admins
  • Break/Fix support as issues are discovered and resolving issues in a timely manner
  • Proactively look for opportunities to increase customer and team productivity
  • Effectively communicate 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
  • 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 25-50% of time to other Okta offices or for offsite events
  • Dynamic support to ensure all our executive employees have the support they need.
  • Ability to support onsite in London and remote locations
  • Hands on leader that has a player-coach mentality
  • Bring a positive and fun spirit to the work you do each and every day

FAQs

What are the main responsibilities of a Staff/Lead Executive Support Engineer?

The main responsibilities include leading the Executive Support Program, providing speedy issue resolution for executives, collaborating with team members to provide quick and scalable solutions, leading a dedicated international executive support team, sharing knowledge with executives to maximize productivity, and advocating for technology changes to improve work efficiency.

What technical skills are required for a Staff/Lead Executive Support Engineer?

A strong technical understanding of common internet and SaaS applications, security protocols, hardware (Apple/Windows), mobile devices, networks, and operating systems is required.

What qualities should a successful Staff/Lead Executive Support Engineer possess?

A successful candidate should have attention to detail, be able to work well under pressure in a fast-paced environment, have a customer-focused mindset, and be a trusted advocate for executives.

How does a Staff/Lead Executive Support Engineer contribute to the employee experience at Okta?

A Staff/Lead Executive Support Engineer ensures that executives have a world-class technology experience, offers white-glove support, shares best practices, and provides a frictionless support system for executives. They also lead onboarding experiences for new executives to ensure a smooth transition into their roles.

Okta

The World's Identity Company

Technology
Industry
1001-5000
Employees
2009
Founded Year

Mission & Purpose

Okta is the leading independent identity provider. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With more than 7,000 pre-built integrations to applications and infrastructure providers, Okta provides simple and secure access to people and organizations everywhere, giving them the confidence to reach their full potential. More than 10,000 organizations, including JetBlue, Nordstrom, Siemens, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

Benefits

  • Healthcare

  • Sick pay insurance

  • Pension scheme

  • Dental