IAM Support Specialist (L1/L2)

Salary: $5,500 - $8,000 (Basic)

[Job ID: 1691779]

Responsibilities:

• Provide Level 1 and Level 2 support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.
• Perform user account creation, modification, suspension, deactivation, deletion, password resets, account unlocks, provisioning, and de-provisioning activities in accordance with approved procedures and security requirements.
• Diagnose, troubleshoot, and resolve identity, access, authentication, and end-user technical issues while adhering to established procedures and service standards.
• Escalate complex or unresolved issues to the appropriate support teams and ensure timely follow-up through to resolution.
• Maintain compliance with security policies, access governance standards, audit controls, and operational procedures.
• Accurately document incidents, service requests, troubleshooting activities, and resolutions within the ticketing system and knowledge base.
• Monitor and manage ticket queues, ensuring prompt response, prioritization, resolution, and closure of incidents and service requests in accordance with SLAs.
• Communicate effectively with users of varying technical backgrounds, providing clear and user-friendly explanations of issues and solutions.
• Perform root cause analysis on recurring incidents and recommend preventive and process improvement measures.
• Contribute to the continuous enhancement of support processes, workflows, and knowledge management documentation.
• Manage multiple support requests and user administration activities concurrently while maintaining service quality and operational targets.

Requirements:

• Minimum Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration functions.
• Ability to manage multiple tasks and support requests in a fast-paced environment while maintaining service quality and accuracy.
• Ability to assess incident severity and business impact to prioritize support activities effectively.
• Experience providing Level 1 and Level 2 support for identity and access management, authentication, user administration, incident management, troubleshooting, and root cause analysis is an added advantage.
• Experience with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent systems is an added advantage.
• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other identity management platforms is an added advantage.
• ITIL Foundation certification or knowledge of ITIL processes is an added advantage.
• Knowledge of information security principles related to user access management is an added advantage.

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

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