Senior Technical Support Specialist - I&L

Overview

Resolve SSO, installation, and licensing issues for Autodesk enterprise customers.

Key Responsibilities

• issue prioritization
• support requests
• sso configuration
• defect documentation
• installation support
• case management

Tasks

-Prioritize critical technical issues and ensure the most effective resolution of all issues -Is organized: clarify assignments, prioritize work, and pay attention to ensure work is done -Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships -Utilize knowledge of the customer environment to resolve issues promptly -Engage with all Autodesk customers by providing solutions, direction, and general troubleshooting for solving client SSO Configuration, installation, and licensing issues -Research, verify, and document product defects -Partner with all customers for system-related restrictions that resolve installation or license issues -Is strategic: offer articulate recommendations and rationale and building support with important decision-makers -Partner with Autodesk Enterprise and Premium customers to ensure successful deployment of SSO -Handle the personal backlog of support requests -Document support interactions in a company-wide case management system

Requirements

• sso
• virtualization
• active directory
• mcsa
• windows
• customer service

What You Bring

-Troubleshooting experience installing or fixing install and software problems; this is an IT-focused need -Working knowledge of Identity Management and SSO with exposure to some of the following: Azure SSO, Okta, Google Workplace, PingOne, PingFederate, ADFS, OneLogin -Working knowledge of on-premise (VDI) and hosted (DaaS) virtualization technologies (Citrix, VMWare, Azure, AWS, etc.) -Proficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA) -Mandatory knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need) -7+ years' experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group Policy -Is a wet sponge: listening to others to communicate technical information -English written and verbal communication skills -MCSA/MCSE certifications in Windows, Windows Server, Cloud, Productivity, or Mobility -Good customer service, troubleshooting, and analytical skills -Understanding of internet and network infrastructure technologies (DNS, DHCP, TCP/IP, routing and network security) -Is people-minded: empathizing with, responding to, and problem-solving customer issues

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About Autodesk

-Pioneered software for 2D and 3D design, revolutionizing industries. -Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows. -Empowering creators in fields from construction to digital media, enabling more innovative designs. -Develops tools used in iconic projects, from skyscrapers to blockbuster movies. -Pushes the boundaries of design technology, leading the way in artificial intelligence and automation. -Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment. -Cloud-based solutions streamline design processes and foster real-time collaboration across industries. -A leader in 3D design software, with solutions powering projects in every corner of the globe. -Committed to shaping the future of digital design, bringing complex visions to life.

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