Support Engineer / Entra ID / Azure Active Directory

Position: Entra ID (+SSO) L1 Support

• Support login issues to Microsoft cloud apps
• Troubleshoot conditional access blocks or sign-in risks
• Guide on MFA setup and device trust issues
• Escalate complex identity sync or SSPR problems

Microsoft Active Directory

• Assist with account unlocks, password resets, and group memberships
• Use ADUC or PowerShell for user object lookups
• Validate access for shared drives, applications, and domains
• Escalate issues like replication failure or AD DS outages

AM Level 1 (L1) Roles and Responsibilities

• L3 support functions as the highest level of technical escalation and acts as a bridge between internal IT operations, developers, security teams, and vendors.
• Incident Triage and Ticket Management
• Monitor IAM incident queues and respond via ServiceNow or other ticketing tools
• Categorize/prioritize issues per SLA and criticality
• Perform initial troubleshooting and escalate if needed
• Log all actions, findings, and resolutions clearly

User Access and Identity Issues

• Resolve account lockouts, credential issues, and user login problems
• Provide assistance with entitlement validation and access requests

Password and MFA Support:

• Perform or guide password resets securely
• Assist users with MFA registration, token resets, or device replacements
• Support OTP app troubleshooting (PingID, MS Authenticator, etc.)

Service Requests

• Fulfil basic access provisioning and deprovisioning requests per SOP
• Assist with group assignments or permission changes
• Maintain detailed logs for compliance

Knowledge Base Use & Contribution

• Use KBs and runbooks to resolve common issues
• Help identify gaps or outdated info in documentation
• Draft articles for frequent L1 issues and fixes