23WD69960
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.
We are looking for an Escalation Lead – Sr. Technical Support Specialist – to provide support services to Autodesk Customers and Partners. 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.
Work location will be at Bangalore, India and the successful candidate is expected to relocate to Bangalore and should be flexible to work in a 24/7 (including weekends) environment to support our customers and partners across the globe.
Responsibilities
Escalation Lead
As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, & Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
This role requires to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
The individual needs to take the ownership of high priority incidents & drive it towards successful closure
Post resolution, analyse the root cause, understand the process gaps, and suggest solutions to avoid recurrence of issue
Consistently comply with established guidelines, protocols, policies & procedures as communicated from time to time to support AutoDesk products
Participate in business improvement projects and help operation excellence team in identifying & analysing the areas of improvements
Sr. Technical Support Specialist
Partner with Autodesk customers to ensure successful deployment of Single Sign On (SSO), provide solutions, direction, and general troubleshooting for solving client SSO Configuration, installation, and licensing 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. Manage customer expectations by providing timely updates on progress
Utilize knowledge of the customer environment to resolve issues in a timely manner. Research, verify, and document product defects and follow up with product group for meaningful resolution
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 while monitoring of service level compliance
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
6+ years’ experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group Policy
Working knowledge of on-premises (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)
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
#LI-SK1
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.
Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.
Salary is one part of Autodesk’s competitive package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
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