Company Overview:
Identity Automation is a Houston, Texas based software company that provides identity, data and configuration management products and solutions to government, education and commercial customers across the United States. Identity Automation offers competitive base salary and benefit programs, as well as incentive compensation for eligible employees.
About the Role:
The Support Engineer is responsible for responding to customer inquiries, triaging issues, identifying scope and gathering information to ensure cases are properly documented in our system. Our Support Engineering team is also responsible for researching functionality and usability related issues; working with our customer’s IT personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when needed. Other responsibilities of the role include conducting right to service check and answering basic questions on common issues. Our Support Engineers contribute to both our Knowledge Base as well as our online community. Engineers must maintain their support test environment to quickly replicate customer issues and have a strong desire for continuous learning.
Duties and Responsibilities:
- Knowledge of internet security concepts, products, and implementations, and can communicate that knowledge to individuals without technical experience
- Familiar with Windows client server applications and supporting those solutions
- Take ownership of customer reported issues and see problems through to resolution in a timely manner
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Provide prompt and accurate feedback to customers
- Document knowledge in the form of knowledge base, tech notes and forum posts
- Participate in a 24x7 on call rotation with other members of the team
- Establish strong working relationships with customers
- All other tasks, responsibilities and duties as assigned.
Requirements
- Bachelor’s Degree in Computer Science, IT, Systems Engineering, or related qualification
- 2+ years of hands on technical support experience
- Industry Certification
Abilities and Skills
- Logical troubleshooting ability and analytical skills
- Proficient with Windows Client Server applications
- Windows Client Server application support
- Great Understanding of Multi-Factor Authentication and identity provisioning technologies
- Efficient Knowledge of database servers (MySQL, SQL, etc.); virtualization technology (VMWare, Citrix, etc.); cloud services (AWS, Azure, etc.)
- Ability to install, configure and manage Windows Server and Windows SQL Server
- Working Knowledge of Powershell
- Working Knowledge of DNS, DHCP
- Working Knowledge of Active Directory, Group Policy Objects
- Excellent Time management skills
- Excellent interpersonal, oral, and written communication skills
- Ability to work under pressure in a fast-paced environment.
- Strong attention to detail with an analytical mind and outstanding problem-solving skills
- Preferred
- Networking Knowledge, including supporting TCP/IP Protocols
- VPN Technologies (Netmotion, Cisco, Juniper)