Service Desk SME

The Subject Matter Expert (SME) is responsible for handling high-complexity incidents and extended requests, overseeing the administration of access roles and policies, and managing Privileged Access Management accounts. The SME encounters unusual situations daily, requiring a comprehensive understanding of current procedures and strong investigational skills. The SME collaborates with the Technical Account Manager (TAM) and leads to address urgent incidents/requests. 

Identity Manager:

• Administration of access roles, policies, and privileged access accounts.
• Account Creation and Termination for the users.
• Supporting the applications integrated into the Identity and Access Management platform.
• Control and monitor the SME queue.

Leadership:

• Meet goals and KPIs as set by the Service Desk Team Lead.
• Assist SDTL with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues.
• Provides informal feedback on an ongoing basis and formal feedback.
• Provides first level support as an escalation resource for client issues.
• Facilitates onboarding/training of new hires.

Daily Activities:  

• Provides first-level Support and acts as an escalation resource for client issues.
• Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and providing support on electronic services, following current standards.
• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
• Track and report system issues as needed.
• Provide expert and creative solutions to user problems in support of WIN and MAC environments, to ensure user satisfaction and productivity.
• Completely understanding of current SOPs and investigational skills to get new solutions and procedures, and documents, if necessary, with proper evidence and validation.
• Working closely with the Account Team (TAM, Eng, DT, SD).
• Report and provide evidence of any anomaly or undocumented procedure, to direct Lead to be published and communicated.
• Broad Knowledge and Analysis to identify critical scenarios.
• Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Implement fixes as needed to resolve problems, sharing and documenting solutions with additional teams as appropriate.
• Additional responsibilities include:
  
  
  

Technical Competencies:

• Knowledge or training in best practices or IT frameworks, such as ITIL. 
• Advanced knowledge of Active Directory, O365, network-shared printers, and drives. 
• Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP. 
• Knowledge of cybersecurity. 
• Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel (Nice to Have). 

Experience:  

• 2-4 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
• Advance knowledge of Active Directory, network-shared printers, and drives experiences
• Working knowledge on Windows Server 2012, 2016, 2019, Active Directory, LDAP.
• Experience in Authentication services, profile management, and policy management.
• Experience in Server Administration, and Identity Lifecycle.
• Knowledge in cybersecurity,
• Experience with Active Directory Domain Services (AD DS)
• CompTIA Security+ (or equivalent).
• Demonstrated experience administering and/or troubleshooting with one or more of the following:
  
  Active Directory, Mobile Device Management solutions including JAMF, InTune, Azure AD, SailPoint File Access Manager (SecurityIQ), Windows file share management, or other unstructured data systems, Single Sign On Tools (i.e. ADFS/Azure, Auth0, Okta, SAML,etc), PKI/Certificate Management.

Education:  

• A High School diploma is a prerequisite for this position. 
• A university degree in business, management, related field, or equivalent experience (Nice to Have).  

Technical Certifications: 

• MS 365 Fundamentals (Nice to Have) 
• CompTIA Security+ (or equivalent) (Nice to Have) 

Personal Competencies: 

• Excellent written, verbal, and interpersonal skills. 
• Commitment to quality and continuous improvement. 
• Demonstrated innovation and creativity. 
• Self-motivation, independence, and proactive problem-solving skills. 
• Proficiency in training, shaping knowledge, and skills. 
• Strong ability to collaborate within a team environment  
• Adaptability and flexibility. 
• Service orientation and active learning mindset.  
• Strong decision-making and organizational skills. 
• Commitment to ethical standards and organizational policies. 

Language Skills:  

• Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement. 

Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.