Job Requisition ID #

　　23WD74356

　　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, and troubleshooting systems and programs to isolate program and system conflicts that may be causing clients to do what they do best - design and build.

　　The work location will be in Bangalore, India and the successful candidate is expected to relocate to Bangalore. The working hours will be AMER hours.

　　Responsibilities

　　Partner 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 defectsActively handle the personal backlog of support requestsActively engage 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 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, OneLogin7+ years' experience administering or supporting Windows Desktop and Server infrastructure, including Active Directory and Group PolicyWorking 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 needStrong English written and verbal communication skillsStrong 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 issuesIs prompt: making timely decisions based on sound logic and consideration of the consequencesTakes initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleevesIs organized: clarifying assignments, prioritizes work, and pays attention to detail to ensure work is done in a timely and high-quality mannerIs strategic: offering articulate recommendations and rationale and building support with key decision-makersIs a wet sponge: actively listening to others to communicate technical information clearly and conciselyIs intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skillsIs influential: being a role model inspiring others and affecting a positive impact

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　　About Autodesk

　　Welcome 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 - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

　　When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, 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.

　　Diversity & Belonging

　　We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

　　Are you an existing contractor or consultant with Autodesk?

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