Job Requisition ID #25WD91690Position OverviewUsing 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.ResponsibilitiesPartner with Autodesk Enterprise and Premium customers to ensure successful deployment of SSOPartner with all customers for system-related restrictions that resolve installation or license issuesRespond to support requests via multiple channels by following documented processes and managing those ongoing relationshipsDocument support interactions in a company-wide case management systemUtilize knowledge of the customer environment to resolve issues promptlyResearch, verify, and document product defectsHandle the personal backlog of support requestsEngage with all Autodesk customers by providing solutions, direction, and general troubleshooting for solving client SSO Configuration, installation, and licensing issuesPrioritize critical technical issues and ensure the most effective resolution of all issuesMinimum QualificationsWorking knowledge of Identity Management and SSO with exposure to some of the following: Azure SSO, Okta, Google Workplace, PingOne, PingFederate, ADFS, OneLogin7+ years' experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group PolicyUnderstanding 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 needEnglish written and verbal communication skillsGood customer service, troubleshooting, and analytical skillsProficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA)The Ideal CandidateIs people-minded: empathizing with, responding to, and problem-solving customer issuesIs prompt: make decisions based on sound logic and consideration of the consequencesIs organized: clarify assignments, prioritize work, and pay attention to ensure work is doneIs strategic: offer articulate recommendations and rationale and building support with important decision-makersIs a wet sponge: listening to others to communicate technical informationLearning from mistakes, adapting to change, and seeking out ways to develop new skillsIs influential: be a role model inspiring others and affecting a positive impactWorking 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#LI-NB1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!Salary transparency Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/salesDiversity & BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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