TeKnowledge

Overview

We're seeking a Senior Identity Management Security (IMS) Support Engineer (L3/SME)

As a Senior Identity Management Security (IMS) Support Engineer (L3/SME), you will act as a Subject Matter Expert and escalation point for complex technical issues. You’ll provide leadership, mentorship, and technical guidance to Level 2 engineers while ensuring the security and stability of customer environments. This role requires deep expertise in identity management technologies, strong troubleshooting skills, and a proactive approach to customer service and continuous improvement.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

• Serve as a trusted advisor to customers, delivering expert-level support and guidance.
• Troubleshoot complex technical issues across diverse environments and technologies.
• Lead and mentor team members, providing escalation support and training.
• Own the customer experience and drive successful outcomes with urgency and accountability.
• Communicate effectively and empathetically with internal and external stakeholders.
• Ensure timely resolution of support cases to enhance customer satisfaction and retention.
• Participate in regional weekend and holiday coverage as needed.
• Contribute to regional and global projects and initiatives.
• Continuously improve technical and customer service skills.
• Follow company procedures and fulfill assigned responsibilities with consistency and initiative.

Qualifications

• Experience: 5–9 years in technical support and customer-facing roles.
• Education:
  • Bachelor's degree in Information Technologies or a related discipline (required).
  • Master’s degree or technical certifications (preferred).
  • High school diploma (required).
• Languages:
  • English: Intermediate proficiency.
  • Local language: Professional proficiency.
• Technical Skills
  • Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS
  • Web Servers: Apache, Microsoft IIS, Sun One, Domino, IHS
  • Application Servers: IBM WebSphere, BEA WebLogic, JBOSS
  • Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, LDAP
  • Databases: Oracle, Microsoft SQL Server
  • Networking & Protocols: TCP/IP, HTTP, DNS, SSL/TLS, NAT, FTP, SSH, Firewalls, QoS, PKI
  • Authentication Protocols: RADIUS, LDAP, NTLM, Kerberos
  • Troubleshooting Tools: Wireshark, tcpdump, browser developer tools
  • Additional Tools & Technologies:
    • Fiddler, Cisco IOS, load balancing, Memory Dump Analysis
    • Endpoint Protection, IDS/IPS, Process Monitor/Explorer
    • Mac OS, SQL, IIS, Apache, scripting
    • Layer 7 API Gateway, Mobile Access Gateway, API developer portal
    • Virtualization/Container tools: VMWare, Azure, AWS, Docker, OpenShift
• Software Development: Java, C/C++, Shell, Perl, SAML, SOAP, XML, HTML
• Federated Technologies: Experience with SAML2, OAuth2, OpenID Connect, LDAP (preferred)