Ploy Adelaide, South Australia, Australia
Technical Support EngineerWe 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.Seniority levelMid-Senior level
Employment typeContract
Job functionInformation Technology
IndustriesIT Services and IT Consulting
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