UT Technician L2

Job Purpose As a UT Technician L2 on the team, you will be a self-directed, established team member who delivers reliably across both tickets and projects, from regional to global scope. You are expected to take ownership of medium-sized initiatives, and have an impact on UT by helping deliver UT-wide projects. You will also play a key role in training and mentoring other technicians, maintaining documentation standards, and driving process improvements across our identity and access management domain. Key Responsibilities: Access Management & Complex Issue Resolution Handle support tickets in our Jira queue, including access requests, manual provisioning, and access troubleshooting, with the ability to independently resolve complex and non-routine issues Act as the go-to resource for IAM issue resolution across platforms such as Okta, SailPoint, Google Workspace, and other integrated services, including investigating root causes and implementing workarounds for niche or undocumented issues Tackle "outside the box" problems that go beyond standard troubleshooting steps researching, collaborating with other UT teams or Engineering, and documenting findings for future reference Projects & Process Improvement Initiate and deliver on projects from a regional to global level, including process improvement initiatives (e.g., streamlining provisioning workflows, automating manual access steps, optimising onboarding/offboarding processes) Identify inefficiencies in existing processes and develop solutions to streamline them, including creating new workflows or automating repetitive steps Keep track of and deliver on goals and projects beyond BAU ticket work, ensuring impact on the wider UT function Documentation & Knowledge Sharing Help maintain UT documentation and regularly update internal wikis, ensuring accuracy and completeness of runbooks, access guides, and knowledge base articles Lead knowledge base development efforts, creating comprehensive articles for complex procedures, known issues, and best practices that empower both end-users and technicians Collaboration & Communication Build productive relationships with Engineering, other UT teams, and cross-functional stakeholders to resolve mutual problems Communicate effectively with end-users, providing clear guidance and timely updates via Jira, Slack, and other channels Actively participate in incident response, assisting with diagnosis, communication, and resolution of IAM-related incidents Engage directly with vendors for escalated support, product inquiries, or service coordination when needed Convey straightforward information and advice to diverse audiences across the organisation

What We're Looking For Must Have 2–3 years of experience in IT support, identity and access management, or a related technical support role Comprehensive understanding of IAM concepts: provisioning, deprovisioning, access reviews, least-privilege principles, and access lifecycle management Proficiency with IAM tools such as SailPoint (Identity Security Cloud) and Okta, including configuration and troubleshooting Experience with Google Workspace administration and tooling Strong troubleshooting and problem-solving skills, with the ability to independently resolve complex and non-routine issues Experience working with ticketing systems (Jira Service Management or similar) and ability to manage both queue work and project work simultaneously Clear and effective written and verbal communication, with the ability to convey technical information to diverse audiences Proven ability to work collaboratively as part of a globally distributed team Customer-first mindset, you genuinely enjoy helping people and take pride in the quality of your work Gives and receives feedback constructively, with a growth mindset Nice to Have Experience mentoring or training team members Hands-on experience with automation tooling (e.g., Workato, scripting for provisioning workflows) Familiarity with Atlassian administrat