T2 Support Engineer

hace 3 semanas

Guadalajara, México Helpware A tiempo completo

**Tier 2 Support Engineer (W Identity Call Outs)**:**About Us**Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.Duties and Responsibilities:- Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.- Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.- Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.**Requirements**:- At least 3-5 years' experience in Technical Support or a position of similar nature in a software company.- 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.- Able and willing to work day, evening and weekend shifts as necessary in a 24X7 Global Support environment.- Capable of understanding the technical aspects of a complex system.- Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.- Must have excellent communication skills and a passion for providing world-class service.- Experience of directly supporting enterprise-level customers.- Must be able to work independently as well as with others, as part of a domestic and international team.- Excellent time management, decision making, prioritization and organization skills.- Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server.- Proficiency in English both written and spoken.Advantages:- Computer Science education and/or technical certifications- Experience working with Linux or Unix Operating Systems.- Experience working with Mac Operating Systems.- Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).- Experience of single sign on solutions (e.g. Okta, ADFS).- Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.- Nice to have CyberArk experience.**Identity **Advantages:- Good knowledge of Microsoft Active Directory, Kerberos, and LDAP technologies.- Knowledge of SQL Server, MS Exchange O365 Management, MDM Mobile Device Management.- Experience with, RestAPI, SCIM, JavaScript, HTML, and other supporting technologies.

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