Senior Service Desk Analyst

Descripción de la vacante

🚀 Hiring: Senior Technical Support Specialist level II | Auxis

Are you a technical problem-solver who loves mentoring others? We’re looking for a Senior Technical Support Specialist level II to act as a bridge between complex technical issues and seamless customer service. This is a role for someone who digs deep into data, documents new solutions, and keeps the team sharp!

The Mission: You’ll handle the tough stuff—escalations that need more than a "quick fix." You’ll use your advanced skills to investigate critical scenarios, train L1 analysts, and ensure our knowledge base is always up to date.

What You’ll Do:

What We’re Looking For:

Why You’ll Love It:

• Escalation Hero: Provide Tier 2 support via phone, chat, and email for complex incidents.
• Knowledge Leader: Document new procedures (SOPs) and act as an "On-the-Job" Trainer (OJT) for new recruits.
• Problem Management: Identify recurring issues and follow ITIL standards to find permanent fixes.
• Team Support: "Floor walk" and assist Level 1 teams with creative, expert solutions.
• Experience: 2–4 years in Tech Support with deep knowledge of Active Directory, Windows Server (2012–2019), and Exchange Online.
• Technical Stack: Proficiency in VPNs, Entra ID (Azure AD), and Identity Management tools (like Sail Point or Cyber Ark).
• Certifications: ITIL knowledge is a must; MS 365 or Comp TIA Security+ is a huge plus.
• Language: Advanced English & Spanish (B2+ or higher).
• Professional Growth: Shift from just "fixing" to "designing" processes and mentoring others.
• Dynamic Environment: A mix of collaborative teamwork and independent initiative.
• High Impact: Directly influence team KPIs and client satisfaction levels.