Advanced Support Engineer

Cork
Permanent
Full-time

22 days ago

OverviewAt 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.Our engineers work as part of a Global Premier Support team to provide the highest 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.Responsibilities

You will manage cases and any ongoing escalations from your designated customers.
You will collaborate with the other members of the Premier and Global Support Teams including Technical Account Managers, Support Management and Support Engineers.
You will invest in the Knowledge-Centered Methodology (KCS) and contribute to the Support Portal.
You will participate in activities relating to product improvement and demand reduction.
You will provide a high-quality service delivery experience to the internal and external stakeholders.
Support of mission-critical system environments on-premises, in the Cloud, or in hybrid environments
Ongoing proactive system support in a subject matter capacity.
Knowledge sharing, “how to” workshops, and mentoring customer teams.
Work closely with Product and Professional Service Teams to understand deployments and service roadmap
Assessments, reviews, and perform periodic performance audits
Proactive recommendations of patches, reconfigurations, and upgrades
Recommended practices regarding projects, cloud readiness, and ongoing system optimization
Provisioning of technical expertise during system outages or impairments.
Ability to triage customer issues and prepare them for the relevant team to address, including customer development teams and OI teams.
Look for continuous quality improvement in the processes and activities associated with this position

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.

You should have 2+ years’ experience managing and troubleshooting Active Directory (User/Group Administration, ADSI Edit, Replication, Permissions, Group Policies)
You should have 2+ years’ experience with enterprise network configuration, DNS, and troubleshooting methods
You should have prior experience of working on Microsoft SQL Server/Scripting
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
You should be aware of the Change Control Process

One Identity

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