TESTQ Technologies
L2 Support Engineer
Sheffield
Posted about 12 hours ago
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Experience 5 to 7
Primary Skills
- Microsoft Identity Manager MIM L2 Production Support
- SQL Server IAM Operations
- Active Directory
- Incident Management
- Problem Management
- Root Cause Analysis
- Technical Analysis
- Application Support
Secondary Skills
- .NET
- C#
- LDAP
- Kerberos
- NTLM
- Entra ID
- ServiceNow
- Change Management
- Visio
- Confluence
- Excel
- Process Mapping
- Authentication Technologies
- Access Recertification
- IAM Controls
Role Description
Technical Analyst Role
Provide Level 2 L2 operational support for existing Identity Access Management systems with a focus on Microsoft Identity Manager MIM and related integrations. You'll handle incident triage, service restoration, monitoring, and problem management using SQL and .NET knowledge to diagnose issues and work with L3 engineering teams on fixes.
Key Accountabilities
- Own L2 support for MIM Sync and MIM Service in production and nonproduction environments
- Triage and resolve incidents, analyse logs, identify failure points, restore service within agreed SLAs
- Monitor scheduled sync provisioning jobs, manage reruns, stuck requests, connector failures, and data exceptions
- Perform operational activities:
- User account provisioning exceptions, joiner/move/leaver fallouts
- Access request workflow fall outs and queue management
- Certificate credential related issues where applicable
- Use SQL Server to investigate data issues, queries, stored procedures, reconciliation, reporting, extracts
- Support and maintain .NET based components, e.g., rules, extensions, services, scheduled tasks by reviewing logs/config and coordinating code fixes with L3
- Execute approved changes, configuration updates, run profile changes, connection updates following change control
- Produce and maintain runbooks, known error database (KEDB) articles, and operational documentation
- Drive problem management, trend recurring incidents, perform root-cause analysis with L3, and track permanent fixes
- Coordinate with upstream, downstream teams, AD, Entra ID, HR feeds, ServiceNow to resolve integration issues
- Participate in on-call, major incident processes as required
- Knowledge of LDAP integrations, file transfer protocols such as SMB, as well as TLS protocols, ciphers, encryption, and other authentication technologies
- Experience with Kerberos, NTLM, and other standard LDAP authentication methods
- Ability to troubleshoot application integration issues and assist with application configuration setup
- Must be able to work in a team environment with a can-do attitude capable of overcoming difficult challenges
- Providing support to the wider team during outages, incidents
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Essential Skills
- Experience in L2 application production support for enterprise systems incident problem change
- Working knowledge of Microsoft Identity Manager MIM operations
- Sync, run profiles, connector space, metaverse basics, error handling
- MIM Service request processing and workflow fallouts desirable
- Strong SQL Server skills for investigation and reporting, T-SQL querying, joins, basic performance awareness
- Understanding of .NET applications from a support perspective, logs, config, services, troubleshooting (not necessarily full-time development)
- Familiarity with Active Directory concepts, users, groups, OU structure, permissions
- Must show a progressive advancement in responsibility including deep troubleshooting technical skills
- Self-driven and be able to work independently with minimal supervision
- Requirements gathering in a technical environment, Cloud and on-premise infrastructure platforms
- Strong process mapping skills
- Strong analysis skills
- Identification of use cases
- Technical understanding of infrastructure technologies
- Experience of working closely with IT developers, engineers, and operational teams
- Root cause analysis skills
- Ability to optimize processes and maximize efficiency
- Strong stakeholder engagement and communication skills
- Confident at presenting what they are working on
- Positive team player, working as part of a large programme, questioning mind to fact find and challenge where appropriate
- Accountability for deliverables and proven track record of delivering on schedule
- Good time management
- Must be self-sufficient, able to deliver quality output without supervision
- Proficient in MS Excel, Visio, Confluence
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Desirable Skills
- Previous experience of working in a regulated banking financial environment
- Experience of working with global teams
- Knowledge of IAM controls, least privilege, audit trails, access recertification
Skills
Mandatory Skills: MS SQL Server, Murex - Production Support
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Skills
Microsoft Identity Manager
SQL Server
Active Directory
IAM Operations
Incident Management
Problem Management
Root Cause Analysis
Entra ID
ServiceNow
.NET
LDAP
Kerberos
NTLM
Change Management
Process Mapping
Technical Analysis