Accolite

L2 Support Engineer

Posted On

Sept. 5, 2024

Location

Bengaluru, Karnataka

Experience Level

4 - 6 Years Exp.

Job Type

Full Time

Apply By

Sept. 28, 2024

Job Description

Technical Support Engineer - Active Directory Management & Security

One Identity is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. We are currently looking for a Support Engineer, to join the One Identity (Active Directory Team) in Cork. We are fanatical and customer-focused and are proud to support the most complex customers who have the highest IT demands in the world. It is exciting, it’s rewarding, it’s hard work, and offers career and personal growth.

The position is for an analytical person to provide enterprise-wide support service for our range of game-changing and award-winning solutions range. You will be part of a collaborative team providing telephone and email assistance to our customer and partner base. We as a team believe in honest communication, share creativity, and welcome different perspectives. There is a winning culture built on a platform of integrity with the spirit of innovation. We will also provide mentoring, training, and opportunities for you to fulfill your ambitions and potential.

Engineers will work as part of a Global team to provide a high standard of technical support to customers on the One Identity Management / Active Directory Suite of products. Stellar customer service and handling skills and the ability to interface, collaborate, and prioritize technical customer issues with development and effectively communicate solutions to customers/partners is crucial to the role. An ability to work across regional boundaries with Country and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve several potentially complex issues on Windows Active Directory is required.

As a Senior Support Engineer, you will be supporting European/Global customers for the AD Management products. Some of these are:

Password Manager

Active Roles

Role Responsibilities

-Prior Technical Support experience or proven track record in system administration

-Experience with Active Directory Management (users/groups, schema knowledge, LDAP, Group Policies, Enterprise Administration)

-Previous customer support experience, or previous customer-facing role with good people skills (written and spoken)

-Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM)

-Knowledge of configuring and maintaining Internet Information Server (IIS)

-Technical writing skills

-Ability to define problems, collect data, establish facts, and draw valid conclusions.

-Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.

-Possess a strong people orientation with the ability to listen, work, and resolve issues to achieve customer satisfaction

-Quickly learn the general concepts of the technology used in and associated with One Identity products.

Additional Key Responsibilities

-Manage Service Requests and any ongoing Escalations

-Collaborate with the other members of the Global Support Team

-Invest in the Knowledge-Centered Methodology (KCS) and contribute to the Support Portal

-Participate in activities relating to product improvement and demand reduction

-Provide a high-quality service delivery experience to the internal and external stakeholders

Qualifications

-Knowledge of and exposure to Microsoft Exchange

-Familiarity with debugging tools/techniques (e.g. WebEx)

-Knowledge of VBScript, PowerShell

-Knowledge of Microsoft SQL Server

-Exposure to any of the following Cloud Technologies: Federated SSO to Salesforce®, Google® Apps™ service or Microsoft® Office 365® and Microsoft® Azure®

-Exposure to Linux and Unix systems would be an advantage

-Two-Factor Authentication (2FA), RADIUS

-Remote Desktop Services (RDS)

-Educated to degree level

-Ability to work flexible hours

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