Description:
As our Manager - IAM Support Specialist, you will work with EY’s Cyber Specialist consulting group to design and implement both Access Management (IAM) and Privileged Access Management (PAM) solutions for EY clients. As engagements are completed and solutions are implemented, EY offers our clients ongoing Application Managed Services to provide continuous improvement and maintain their custom IAM solutions, maximizing the return on investment made and providing domain expertise to support the client.
The support requests are typically complex and critical in nature requiring the EY Support Specialist to work collaboratively with the client, EY Technical consultants, and provide escalation to the platform Product Vendor’s support team to resolve when required.
Your Key Responsibilities
- Act as the primary interface between the customer, EY, and product vendor to proactively manage the delivery of expected support or agreed managed services.
- Perform initial trouble shooting to identify potential cause of issues and implement required fixes.
- Supporting all inbound queries end-to-end, including progress tracking and reporting functions
- Assisting the lifecycle of all calls, ensuring calls/tickets are closed as efficiently as practical with the highest level of customer satisfaction possible
- Maintaining the helpdesk case logging system, documentation, user manuals and procedures to ensure information is recorded and updated accurately
- Identifying opportunities for improvement of processes and implement
- Maintain relevant technology skills and/or certifications
- Partake in a rostered rotation for on call out of hours support for 24/7 support clients
What We’re Looking For
Here’s our ‘wish list’ but don’t worry if you don’t tick all the boxes. We’re interested in your strengths, what you want to learn, and how far you want to go.
- Experience providing technical support and administration of enterprise-level, back-end software solutions.
- Proven experience within a technical IT/IS Service Desk/Support Desk and/or an IT Operations/Administration team, including the use of helpdesk ticketing systems.
- Working knowledge of the following core platform technologies: Windows Server, Active Directory, Networking, MS SQL Server, IIS, PowerShell, and SSL Certificates.
- An understanding of Identity and Access Management concepts, e.g. Active Directory, User Accounts, Group Membership, Role Based Access, the Identity Lifecycle, Password Management, etc.
- Ability to perform advanced Leve 2/Level 3 Technical troubleshooting, providing a high level of customer service
- Experience in working within an ITIL-based operational framework, including navigating successfully within Incident Management, Problem Management, and Change Management processes. Preferred but not essential.
- Good analytical, problem solving, critical reasoning skills, as well as the ability to communicate well and be a team player
- A fast adopter of new technologies