Enterprise Technical Support Advisor

1 week ago

Dublin, Dublin City, Ireland One Identity Full time

Overview

Doyouwantto work in a fun and supportive environment?

At One Identity, we know that companies with a strong positive culture perform so much better. That is why every day we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed.

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 Senior Support Engineer to join the One Identity Team in Ireland. 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's exciting, it's rewarding, it's hard work, and offers career and personal growth.

The position is for a problem solver to provide enterprise-wide support service for our range of game-changing and award-winning solutions. 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.

Responsibilities

Our engineers work as part of a Global team to provide a high standard of technical support to customers on the Identity Manager Solution. Your stellar customer service and handling skills and the ability to interface, collaborate, and prioritize customer issues with development and effectively communicate solutions to customers are 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 a Windows platform is required.

As a Senior One Identity Manager Support Engineer, you will be involved in the following activities, but not limited to:

  1. You will manage Cases and any ongoing Escalations.
  2. You will collaborate with the other members of the Global Support Team.
  3. You will invest in the Knowledge-Centered Methodology (KCS) and contribute to the Support Portal.
  4. You will participate in activities relating to product improvement and demand reduction.
  5. You will provide a high-quality service delivery experience to the internal and external stakeholders.
Qualifications

The successful candidate will bring to the role prior technical support experience at an enterprise level including development or system administration and technical writing skills.

Required technologies:

  1. You should have 2+ years' experience managing and troubleshooting Active Directory (User/Group Administration, ADSI Edit, Replication, Permissions, Group Policies).
  2. You should have 2+ years' experience with enterprise network configuration, DNS, and troubleshooting methods.
  3. You should have prior experience of working on Microsoft SQL Server/Scripting.
  4. You should have experience with VB .NET or experience in another object-oriented and event-driven programming language and the willingness to learn VB .NET.
  5. You should be aware of the Change Control Process.

You also bring to the role strong customer orientation, excellent phone etiquette, and excellent interpersonal communication skills including verbal, written, and the ability to multitask. Your experience gives you the ability to define problems, collect data, establish facts, draw valid conclusions, and provide resolutions in order to achieve customer satisfaction. You can work independently and in a team, with strong troubleshooting and diagnostic skills to find a resolution, and have the willingness to pick up new knowledge and general concepts of the technology within One Identity products.

Desirable technologies:

  1. Knowledge and experience with Object Oriented Programming.
  2. Familiarity with debugging tools/techniques (e.g. WebEx/GoToMeeting).
  3. Knowledge of Transact SQL (T-SQL) or PL/SQL scripting.
  4. Knowledge of database design (entity-relationship model, normalization).
  5. Working knowledge of LDAP, Understanding of Schema and Kerberos.
  6. Experience with Internet Information Services for Windows.
  7. Prior exposure to Kubernetes.

In addition, you will gain exposure to some or all of the following technologies:

  1. Operating Systems: Windows Server.
  2. Databases: Microsoft SQL Server.
  3. Target Systems: Active Directory, Exchange, LDAP, SAP, Sharepoint.
  4. Networking: DNS, HTTP, SMTP.
  5. Web: IIS, ASP.NET, Angular.
  6. Virtualization: Azure, Docker.
  7. Languages: C# .NET, Powershell, VB .NET.
  8. Cloud: Cloud access provisioning, Identity federation, Security Assertion Markup Language (SAML).
Education

Undergraduate degree 'preferred' or relevant experience in the field of IT.

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?
  1. Life at One Identity means collaborating with dedicated professionals with a passion for technology.
  2. When we see something that could be improved, we get to work inventing the solution.
  3. Our people demonstrate our winning culture through positive and meaningful relationships.
  4. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
  5. Our team members' health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team.

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