Information Systems Engineer 1 — User Access & Identity Operations

About the Role & Team

As an IT Support Specialist 1, you will be part of our central nearshore engineering hub in Brazil supporting global User Access Provisioning (UAP) and Identity Management platforms. In this role, you will handle frontline access lifecycle management, leverage AI-driven diagnostic tools for rapid ticket triage, and execute automated onboarding and offboarding workflows.

Key Responsibilities

• Access Lifecycle Operations: Execute routine identity provisioning, deprovisioning, and entitlement modifications across enterprise systems including Okta, Active Directory, and SailPoint IIQ.
• AI & Automated Triage: Utilize generative AI tools and intelligent ticketing agents to summarize, categorize, and resolve incoming access requests and security incidents efficiently.
• SOP & Knowledge Execution: Follow and contribute to standard operating procedures (SOPs), runbooks, and knowledge articles to maintain operational consistency.
• Compliance & Auditing: Maintain strict adherence to SOX controls, security policies, and SLA targets for ticket resolution times.
• Process Enhancement: Identify repetitive manual tasks and collaborate with senior specialists to submit candidates for workflow automation and scripting.

Qualifications & Key Skills

• Experience in IT support, service desk, or identity management operations.
• Technical Domain: Basic understanding of Active Directory, Okta, SSO/MFA concepts, and RBAC (Role-Based Access Control).
• Automation & AI Aptitude: Familiarity with leveraging AI assistants (e.g., Copilot, ChatGPT) for troubleshooting, documentation, and basic query drafting.
• Process Mindset: High attention to detail regarding access security, compliance standards, and user validation.
• Languages: Fluent English (written and verbal) for seamless cross-geographic collaboration.