Technical Support Specialist, SSO

Job Requisition ID #

22WD65103

Global Product Support Team @ Autodesk

Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.

Position Overview

Do you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on.

Using your expertise in computer troubleshooting and communication, this role focuses on solving client software SSO Configuration, software installation, and licensing issues. Issues need to be properly analyzed, documented, and resolved, creating an outstanding customer experience and enhancing the team's knowledge. This role reports to a Technical Support Manager and requires the use of good judgment, critical thinking, risk tolerance, and independent decision.

You are responsible for resolving 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 a variety of proactive support activities, developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

This role entails research, dealing with systems directly, troubleshooting systems and programs to isolate program and system conflicts that may be causing clients from doing what they do best - design and build.

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 in a timely manner
• Research, verify, and document product defects
• Actively handle personal backlog of support requests
• Actively 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
• 3+ years' experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group Policy
• Working knowledge of on-premise (VDI) and hosted (DaaS) virtualization technologies (Citrix, VMWare, Azure, AWS, etc.)
• A strong understanding of internet and network infrastructure technologies (DNS, DHCP, TCP/IP, routing and network security)
• Functional 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
• Strong English written and verbal communication skills
• Strong customer service, troubleshooting, and analytical skills

Preferred Qualifications

• Proficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA)
• MCSA/MCSE certifications in Windows, Windows Server, Cloud, Productivity, or Mobility

The Ideal Candidate

• Is people-minded: empathizing with, responding to, and problem-solving customer issues
• Is prompt: making timely decisions based on sound logic and consideration of the consequences
• Takes initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves
• Is organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner
• Is strategic: offering articulate recommendations and rationale and builds support with key decision makers
• Is a wet sponge: actively listening to others in order to communicate technical information clearly and concisely
• Is intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills
• Is influential: being a role model inspiring others and affecting a positive impact

Target salary range for this role (Denver, CO): $60,000 - $70,000

Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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