IT Support Engineer

IT Support Engineer (IAM) - Work From Home

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Overview

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers til their doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Location: Remote (Work From Home) – based in Manila, National Capital Region, Philippines.

Job Description

As an Identity and Access Management (IAM) Engineer focused on Azure, you will play a crucial role in securing and managing our organization's digital identities and access to critical resources. This is more than a support role; you will be a key technical expert responsible for the operational health of our identity infrastructure. You will actively support our security posture by integrating applications, resolving complex access issues, and driving efficiency in our day-to-day IAM processes.

You will handle the advanced administration, integration, and support for our Microsoft Entra ID environment. This involves serving as an escalation point for complex identity and access issues, managing application integrations for Single Sign-On (SSO), and providing expert consultation on Azure IAM services. Your work will ensure that our employees have secure and seamless access to the tools they need, streamlining workflows and removing access-related friction, directly impacting the company's security and productivity.

Your role also involves diagnosing and resolving challenging technical issues, analyzing logs, documenting processes, and collaborating with L1, L3 and respective teams to ensure swift resolution. Strong problem-solving skills and the ability to communicate technical security concepts clearly are essential for success in this role.

Responsibilities

• Serve as the primary technical escalation point for all L2 queries related to Entra ID and other integrated IAM solutions.
• Integrate new enterprise applications for Single Sign-On (SSO) using SAML, OAuth 2.0, and OpenID Connect protocols.
• Troubleshoot, investigate, and resolve complex user access issues, including problems with Multi-Factor Authentication (MFA), SSO, and application access.
• Analyze Entra ID sign-in and audit logs to troubleshoot issues, investigate security events, and support operational reporting.
• Write and maintain clear technical documentation for SSO integrations, troubleshooting guides, and internal IAM processes.
• Implement solutions for ad-hoc identity and access requests from business stakeholders in alignment with security policies.
• Coordinate with the L1 support team on escalated user tickets and with the L3 engineering team for complex problem resolution and project handoffs.
• Participate in and provide evidence for regular user access reviews and support compliance and auditing requests.

Required Hard Skills

• In-depth knowledge of Entra ID: A solid understanding of managing users, groups, enterprise applications, and administrative units.
• SSO and Federation Protocols: Strong technical skills in configuring and troubleshooting Single Sign-On using SAML, OAuth 2.0, and OpenID Connect.
• Proficiency with PowerShell and Graph API: Proven confidence in using PowerShell (AzureAD/Microsoft.Graph modules) and interacting with the Microsoft Graph API for reporting, and bulk operations.
• Expertise in Azure IAM Services: Deep knowledge of core services including Multi-Factor Authentication (MFA), Privileged Identity Management (PIM), and Entra ID Identity Protection, with a focus on administration and troubleshooting.
• Identity Lifecycle Management: Experience with processes and tools related to user onboarding, offboarding, and access reviews.
• Microsoft Certified: Azure fundamentals certification (AZ-900): This certification or equivalent experience is highly preferred.

Required Soft Skills

• Advanced Problem-Solving: Demonstrates strong analytical skills to diagnose and resolve complex technical security and access issues effectively.
• Excellent Communication: Fluent in English with the ability to explain complex technical information clearly and concisely to non-technical audiences.
• Strong Collaboration: Ability to work effectively with L1 support, L3 engineering, application owners, and security operations teams to resolve issues and integrate new services.
• Time Management: Proven ability to manage time effectively, prioritizing tasks based on security risk and business impact.

Why join HelloConnect

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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