Technical Support Specialist for Identity and Access Management

6 days ago

Mumbai, Maharashtra, India ARCON Full time

We are seeking a detail-oriented and technically proficient Technical Support Specialist for Identity and Access Management to join our team.

The ideal candidate will have a strong background in user access management, system configuration, and troubleshooting, with a focus on PAM, IAM and allied identity technologies.

Key Responsibilities:

  • Provide technical support to Enterprise customers and partners of ARCON by acting as the point-of-contact.
  • Handle real-time voice-calls and chats with technical queries and adhere to SLAs.
  • Resolve issues in unique and complex customer environments using knowledge and experience along with an analytical approach.
  • Escalate and handle complex incidents with a calm and solution-focused approach.
  • Attempt to provide resolutions on the first interaction with customers.
  • Handle multiple cases at the same time with varying degrees of severity.
  • Communicate procedural and technical issues effectively to internal and external customers/stakeholders.
  • Manage schedules of cases, determine priority levels, and negotiate expectations with customers.
  • Assess the need to engage or escalate to required resources to handle complex issues/situations.
  • Engage with internal teams to prioritize customer requests.
  • Have proven experience with LDAP and Active Directory configuration, management, and troubleshooting.
  • Have a strong understanding of network devices and network architecture.
  • Understand user authentication and authorization mechanisms (e.g., Kerberos, SSO, MFA).
  • Research topics like operating systems and infrastructure technologies as needed.
  • Participate in new product releases to ensure information and training requirements are met.
  • Engage in ongoing trainings and function/organization development, along with self-learning.
  • Create documentation and support knowledge base to reduce troubleshooting time and drive faster resolution.
  • Become an SME on a product area and go-to expert for related technology.
  • Work in a team with assorted expertise.
  • Mentor and assist new technical support engineers and peers to develop skills.
  • Be comfortable working in shifts and multitasking in a fast-paced environment.
  • Have a keen interest in security best practices, particularly within the context of Identity and Access Management (IAM).

AREAS OF WORK:

  • Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of ARCON products over the phone, chat, and/or email.
  • Troubleshooting -- Diagnosing malfunctions in the operation of software.
  • Repair -- Correcting application software malfunctions.

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