Responsibilities
- Work with a global team to support logical access functions, including access to systems including but not limited to Active Directory, AWS, Linux, network systems, and external cloud services.
- Daily operational tasks will be focused on account provisioning, network and system entitlements, distribution list management, and network content access permissions.
- Research, evaluate, develop and implement IAM designs and standards following industry best practices
- Ensure that current and planned technical solutions are compatible with the company's business needs and strategic objectives
- Work with the other IT organizations to design, develop, and implement IAM solutions and enhancements in support of development, test, and production environments
- Provide technical expertise and assistance to other IT and Business groups. Lead both technical and non-technical discussions regarding IAM and facilitate analysis and design workshops
- Provide technical assistance to IAM Engineering and IAM L2 Operations team as required
- Provide technical leadership for all IAM Delivery strategic and cross-functional projects
- Provide quality and fast resolution to service and incident requests submitted to our support center via phone, email, chat and ticketing system.
- Provide Executive support both onsite and offsite.
- Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing System and other information systems.
- Actively capture, create, and correct help articles for our Support Knowledge Base.
- Assist in keeping IT support process documents up-to-date.
- Open support cases with software and hardware vendors when required.
- Establish and follow assigned priorities based on business and operational needs.
- Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs.
- Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple Macbooks, printers, iPhones, Android mobile devices, etc.
- Assist with training for new and existing users regarding current and new technologies.
- Basic troubleshooting of network and voice infrastructure.
- Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams.
- Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered.
- On rare occasions, travel to remote sites for IT projects and field installations as required.
- Conduct weekly asset management and inventory of spare parts.
- Work with procurement staff to purchase hardware and software.
- Carry out other duties as management may request of you.
Pre-requisite knowledge, skills and experience
- Technical Degree in Information Technology
- 5 years' hands-on experience designing, architecting and building security solutions in the area of IAM and application security
- A minimum of 3-5 year's experience in supporting Windows and Apple operating environments.
- Strong knowledge of current IAM space and have a self-driven desire to research current information on the security landscape
- Advanced knowledge and experience in Powershell and Active Directory.
- Knowledge and experience of O365 services, Azure, conceptual and practical understanding of IT Infrastructure designs, technologies, products, and services
- Excellent organizational and time management skills
- Able to work independently and creatively problem solve complex technical problems
- Able to provide leadership, guidance and training to others
- Able to provide accurate estimates of timeframes necessary to complete efforts, develop milestones and implementation plans
- Ability to analyze and solve complex problems and to work in a group setting as well as independently
- Excellent attention and orientation toward meticulous work
- Experience supporting MacOS machines, such as Macbook Pro and iMac, using Jamf or other tool
- Strong knowledge of Virtual Desktop Infrastructure (VDI) and experience with setup and support on VMware Horizon platform
- The right candidate is expected to have some experience or exposure to one or more of the following technologies: Active Directory/Group Policies, PowerShell scripting, DHCP/DNS, Domain controllers, Patch management, WSUS, Windows Server 2012/2016 OS, VDI, VMware Horizon, Exchange Server and Email routing, Office 365, TCP/IP Switching and Routing, Firewall and Web Proxy, Windows 10 support, MacOS Support, Microsoft Deployment Toolkit (MDT), DUO, Windows Deployment Services (WDS), Manage Engine SDP and Desktop Central.
