L2 Support Engineer

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 or customer-facing experience with good written and verbal communication skills
• Strong knowledge of Windows operating systems and networking (TCP/IP, 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
• Excellent interpersonal and communication skills (verbal, written, negotiation, and platform communication)
• Strong people orientation with the ability to resolve issues and achieve customer satisfaction
• Ability to quickly learn general concepts of technologies used with One Identity products

Additional Key Responsibilities

• Manage service requests and ongoing escalations
• Collaborate with global support team members
• Contribute to the Support Portal via Knowledge-Centered Methodology (KCS)
• Participate in product improvement and demand reduction initiatives
• Ensure high-quality service delivery for internal and external stakeholders

Qualifications

• Knowledge of and exposure to Microsoft Exchange
• Familiarity with debugging tools and techniques (e.g., WebEx)
• Knowledge of VBScript and PowerShell
• Knowledge of Microsoft SQL Server
• Exposure to Cloud Technologies (e.g., Federated SSO, Google Apps, Office 365, Microsoft Azure)
• Exposure to Linux and Unix systems (advantageous)
• Understanding of Two-Factor Authentication (2FA), RADIUS
• Knowledge of Remote Desktop Services (RDS)
• Educated to degree level
• Flexible to work varied hours

About the Company

• One Identity is a leading IT management software provider
• Provides solutions for complex IT demands with a strong customer-first approach
• Offers mentorship, career development, and a collaborative global support team
• Opportunity to support enterprise clients using One Identity's AD Management products