Support Engineer

Support Engineer

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Skills 

• Experience on AD security tools such as PingCastle, ALSID, Qualys, Q-Radar etc.  

• Hands on experience in Vulnerability / Deviances assessment and executing remediation action plans. 

• Experience on Powershell scripting to automate AD related activities. 

• 5+ years’ experience in maintaining and troubleshooting large enterprise environments (with replication tools such as Repadmin, Dcdiag, AD Rep etc.). 

• 3+ years of experience working in Active directory, ADFS, Azure AD, AD Connect, DHCP & DNS 

• Experience in GPOs in AD – implementation and troubleshooting 

• Knowledge of TCP/IP, ADFS, PKI & Kerberos etc. 

• Exposure on Active Directory disaster recovery and backup solution. 

• Excellent communication, writing, meeting facilitation. 

• Flexibility to adjust to changing requirements, schedules, and priorities. 

• Good understanding of ITSM tool for Incident/Problem/Request/Change (Service Now). 

 

Special skills / Certifications / Requirements if any 

• ITIL V4 Foundation 

• Microsoft Certified: Security, Compliance, and Identity Fundamentals. 

Soft skills 

• Customer satisfaction oriented 

• Detail oriented, able to clearly communicate ideas and work as part of a team 

• Good written and verbal communication skills to co-ordinate tasks with other teams 

• Ability to multi-task and handle multiple priorities 

• Strong interpersonal skills 

• Strong understanding of asset management processes and principles for tracking IT assets 

• Strong attention to detail 

• Ability to quickly adapt to changes 

• Enthusiastic, cooperative, and positive behavior 

• Creative, thinking outside of the box, eager to learn and truly committed to the success of the company 

• Must be able to work in a team environment with a “can do” attitude capable of overcoming difficult challenges. 

• Self-motivated, with keen attention to detail and excellent judgment skills 

• Able to integrate and apply feedback in a professional manner 

 

Job Description 

The position is a global role and is responsible for L2 support activities around Securing and administrating Directory Services. An individual is responsible for designing the solutions, evolve the current services to meet business requirements, maintaining and improving the security posture of environments, continuous monitoring of system health, and troubleshooting issues that arise.  

Duties and Responsibilities 

• Reviewing and working on Security analysis based on reports generated through Security tools. 

• Proactively monitoring Security incidents, Manage Incident, assess impact & confirm priority. Ensure technical & functional, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress, working closely with other resolution teams. 

• Manage Service Requests (SR) according to expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fulfillment progress until its closure. 

• Operate daily/weekly/monthly/quarterly/yearly "housekeeping" activities. Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users 

• Contribute to the User Acceptance Test of the projects related to the Service Offering 

• Contribute to Knowledge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones. 

• Can work on a follow-the-sun mode 

• Contribute to the Service Offering continuous improvement, by identifying required improvement and automation 

 

Additional Technical Skills:  

Familiarity or experience with workplace technologies  

• Messaging Technologies 

• Outlook / Teams 

• 365Collaboration and End User Productivity 

• Microsoft Office / SharePoint / Yammer / OneDrive 

KEY EXPECTED ACHIEVEMENTS

Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​

Change Management: Participation in the change management process​

Problem Management: Participation in the analysis of root causes of incidents​

Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

Knowledge Management: Lessons learned from activities are ensured to be documented and shared.​

Service Level Management: the performance management system is understood and alerts on cases of issues are set.