IT Support HN - Authentication (English - Open To Freshers)

What is Azure Authentication?
Azure Authentication is a core component of Microsoft Entra ID (formerly Azure Active Directory - Azure AD), responsible for verifying user and application identities within the Azure ecosystem.
Primary Goal: Ensuring secure access control to applications, systems, and data by authenticating users and devices.
Key Authentication Methods:
Password-based Authentication – Traditional username & password login.
Multi-FactorAuthentication (MFA) – Adds an extra layer of security.
Passwordless Authentication – Uses Windows Hello, FIDO2, or Microsoft Authenticator.
Certificate-based Authentication (CBA) – Uses digital certificates for authentication.
Single Sign-On (SSO) – Allows users to log in once and access multiple apps.
Why It Matters?
Enhances enterprise security and prevents identity-based attacks.
Protects users against phishing, brute force attacks, and credential theft.
Integrates with key Microsoft services like Microsoft 365, Azure Virtual Desktop, SharePoint, Teams.
RESPONSIBILITIES:
Reviews issues and contacts customers to understand issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
Follows processes provided by the business.
Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Working time: Rotating Shifts (Every 2-3 months): 7:00 – 16:00, 15:00 – 0:00, 23:00 – 8:00 | 5 days’ work week, 2 unfixed days off (9 hours a day, consisting of 8 hours of work and 1 hour for breaks)
Having 1 year of working experience in global customer service involves a customer-focused and problem-solving mindset.
Strong proficiency in English (equivalent to IELTS 6.5 or TOEIC 800 or higher)
Background in IT (education or work experience required)
Open to fresher candidates