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. We are fanatically 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 solution range. 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 the mentoring, training and opportunities for you to fulfil your ambitions and potential.
Engineers will work as part of a Global team to provide a high standard of technical support to customers on the Identity Manager Solution. Stellar customer service and handling skills and the ability to interface, collaborate and prioritise customer issues with development and effectively communicate solutions to customers is 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 a number of potentially complex issues mainly on a Windows platform is required.
-Manage Service Requests and any ongoing Escalations
-Collaborate with the other members of the Global Support Team
-Invest in the Knowledge Centered Methodology (KCS) and contribute to the Support Portal
-Participate in activities relating to product improvement and demand reduction
-Provide a high quality service delivery experience to the internal and external stakeholders
As a One Identity Management Support Engineer you will gain exposure to some or all of the following technologies:
-Operating Systems: Windows Server
-Databases: Microsoft SQL Server
-Target Systems: Active Directory, Exchange, LDAP, SAP, Sharepoint
-Networking: DNS, HTTP, SMTP
-Web: IIS, ASP.NET, Angular
-Virtualization: ESX, VMWare Workstation, Docker, Hyper-V
-Languages: C# .NET , Powershell, VB .NET
-Cloud: Cloud access provisioning, Identity federation, Security Assertion Markup Language (SAML)
-Prior Technical Support experience in Technical support, Development or System administration and proven track record in system administration
-2+ years’ experience managing and troubleshooting Active Directory (User/Group Administration, ADSI Edit, Replication, Permissions, Group Policies)
-2+ years’ experience with enterprise network configuration, DNS and troubleshooting methods
-Candidate must have a strong customer orientation, excellent phone etiquette, work ethic and possess excellent interpersonal communications skills including verbal, written and the ability to multitask.
-Be able to work under pressure with calmness and composure
-Work independently and also in a team, with strong troubleshooting and diagnostic skills to find a resolution.
-Experience with VB .NET or experience in another object-oriented and event driven programming language and the willingness to learn VB .NET
-Prior experience of working on Microsoft SQL Server/Scripting
-Technical writing skills
-Ability to define problems, collect data, establish facts and draw valid conclusions.
-Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
-Willingness to pick up new knowledge and general concepts of the technology used in and associated with One Identity products
-Awareness of Change Control Process
-Familiarity with debugging tools/techniques (e.g. WebEx)
-Knowledge and experience with Object Oriented Programming
-Knowledge of Transact SQL (T-SQL) or PL/SQL scripting
-Knowledge of database design (entity-relationship model, normalization)
-Working knowledge of LDAP, Understanding of Schema and Kerberos
-Experience with Internet Information Services for Windows
-Knowledge of VBScript, PowerShell, C#
-Knowledge of SQL Server Scripting, Triggers and Stored Procedures.
-Ability to work flexible hours
-Additional language skills (especially German) – desirable but not essential
-Technical Writing Skills
One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order 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?
One Identity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.