Support Engineer

2 weeks ago

Bengaluru Hyderabad Pune, India Identity And Access Solutions Llc Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position: Entra ID (+SSO) L1 Support

Experience: 3 to 6 Years

Shift: Rotational shift deponed on the projects ( 8:30PM - 5:30AM IST / 4PM - 1 AM IST  & 12am-9am IST )

NP: Immediate to 15 days

Mode of Work: Hybrid / Remote Opportunity

Microsoft Entra ID (Azure AD)

  • Support login issues to Microsoft cloud apps
  • Troubleshoot conditional access blocks or sign-in risks
  • Guide on MFA setup and device trust issues
  • Escalate complex identity sync or SSPR problems

Microsoft Active Directory

  • Assist with account unlocks, password resets, and group memberships
  • Use ADUC or PowerShell for user object lookups
  • Validate access for shared drives, applications, and domains
  • Escalate issues like replication failure or AD DS outages

AM Level 1 (L1) Roles and Responsibilities

General Responsibilities

  • L3 support functions as the highest level of technical escalation and acts as a bridge between internal IT operations, developers, security teams, and vendors.
  • Incident Triage and Ticket Management
  • Monitor IAM incident queues and respond via ServiceNow or other ticketing tools
  • Categorize/prioritize issues per SLA and criticality
  • Perform initial troubleshooting and escalate if needed
  • Log all actions, findings, and resolutions clearly

User Access and Identity Issues

  • Resolve account lockouts, credential issues, and user login problems
  • Provide assistance with entitlement validation and access requests

Password and MFA Support:

  • Perform or guide password resets securely
  • Assist users with MFA registration, token resets, or device replacements
  • Support OTP app troubleshooting (PingID, MS Authenticator, etc.)

Service Requests

  • Fulfil basic access provisioning and deprovisioning requests per SOP
  • Assist with group assignments or permission changes
  • Maintain detailed logs for compliance

Knowledge Base Use & Contribution

  • Use KBs and runbooks to resolve common issues
  • Help identify gaps or outdated info in documentation
  • Draft articles for frequent L1 issues and fixes

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