Senior Technical Support Specialist - I&L

Position Overview

Using your expertise in computer troubleshooting and communication, you will focus on solving client software SSO Configuration, software installation, and licencing issues. Issue need to be analysed, documented, and resolved, creating an outstanding customer experience, and enhancing the team's knowledge. You will report to a Technical Support Manager and require the use of critical thinking, risk tolerance, and independent decision.

You will resolve customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in different proactive support activities, presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

Your role will entail research, dealing with systems directly, and troubleshooting systems and programs to isolate program and system conflicts that may cause clients to do what they do best - design and build.

The work location will be in Bangalore, India and you are expected to relocate to Bangalore for Hybrid working. The working hours will be AMER hours.

Responsibilities

• Partner with Autodesk Enterprise and Premium customers to ensure successful deployment of SSO
• Partner with all customers for system-related restrictions that resolve installation or license issues
• Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships
• Document support interactions in a company-wide case management system
• Utilize knowledge of the customer environment to resolve issues promptly
• Research, verify, and document product defects
• Handle the personal backlog of support requests
• Engage with all Autodesk customers by providing solutions, direction, and general troubleshooting for solving client SSO Configuration, installation, and licensing issues
• Prioritize critical technical issues and ensure the most effective resolution of all issues

Minimum Qualifications

• Working knowledge of Identity Management and SSO with exposure to some of the following: Azure SSO, Okta, Google Workplace, PingOne, PingFederate, ADFS, OneLogin
• 7+ years' experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group Policy
• Understanding of internet and network infrastructure technologies (DNS, DHCP, TCP/IP, routing and network security)
• Mandatory knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need)
• Troubleshooting experience installing or fixing install and software problems; this is an IT-focused need
• English written and verbal communication skills
• Good customer service, troubleshooting, and analytical skills
• Proficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA)

The Ideal Candidate

• Is people-minded: empathizing with, responding to, and problem-solving customer issues
• Is prompt: make decisions based on sound logic and consideration of the consequences
• Is organized: clarify assignments, prioritize work, and pay attention to ensure work is done
• Is strategic: offer articulate recommendations and rationale and building support with important decision-makers
• Is a wet sponge: listening to others to communicate technical information
• Learning from mistakes, adapting to change, and seeking out ways to develop new skills
• Is influential: be a role model inspiring others and affecting a positive impact
• Working knowledge of on-premise (VDI) and hosted (DaaS) virtualization technologies (Citrix, VMWare, Azure, AWS, etc.)
• MCSA/MCSE certifications in Windows, Windows Server, Cloud, Productivity, or Mobility