Ploy Adelaide, South Australia, Australia
Technical Support Engineer
We are seeking a dedicated and skilled Support Engineer to join our project team and play a crucial role in the successful rollout of Multi-Factor Authentication (MFA) across our top-tier educational organization. In this role, you will collaborate with cross-functional teams to implement MFA solutions, provide technical support, and ensure a smooth transition for our users. Your expertise in authentication systems, troubleshooting, and user communication will be essential in driving the adoption of MFA and enhancing our security posture.
Skills & Responsibilities
* Provide expert-level technical assistance to end-users and internal teams during the MFA rollout process. Troubleshoot and resolve issues related to MFA setup, configuration, and usage in a timely and efficient manner.
* Develop clear and concise communication materials to guide users through the MFA enrolment process. Address user concerns, questions, and feedback to ensure a positive experience and promote user buy-in.
* Collaborate with cross-functional teams to identify, escalate, and resolve complex technical issues that may arise during the MFA rollout. Act as a point of contact for escalated support tickets related to MFA.
* Continuously monitor the MFA rollout progress and gather feedback from users and stakeholders. Propose and implement improvements to streamline the rollout process and enhance the overall user experience.
* Maintain comprehensive documentation of MFA-related processes, troubleshooting steps, and solutions. Contribute to the organization's knowledge base to facilitate future support activities.
Background
* Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
* Proven experience in technical support, system administration, or IT operations.
* Strong understanding of authentication methods, protocols, and security concepts.
* Familiarity with Multi-Factor Authentication solutions such as TOTP, SMS, push notifications, and biometric authentication.
* Excellent troubleshooting skills and the ability to diagnose and resolve technical issues effectively.
* Exceptional communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
* Strong teamwork and collaboration skills to work with cross-functional teams and stakeholders.
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