Service Desk Level 2

The Level II Support Specialist is responsible for handling complex incidents and extended requests while delivering exceptional customer service. They are expected to navigate unique and challenging situations daily, requiring a deep understanding of documented procedures and strong investigative skills.

In addition, they will contribute to process improvement by documenting new procedures, updating existing ones, and fostering problem-solving and analytical skills within the team. The Level II specialist also manages incoming inquiries by phone, chat or email, accurately logs information in the ticketing system, and leverages both the knowledge base and their advanced expertise to ensure timely resolutions.

• Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
• Will be assigned as an OJT (on the job Trainer) during ramps.
• Provide support by floor walking and assisting SD L1 as needed as an escalation resource for client issues.
• Track and report system issues as needed.
• Provide expert and creative solutions to user problems in support of tools and systems, to ensure user satisfaction and productivity.
• Completely understanding of current SOPs and investigational skills to get new solutions and procedures, and documenting if necessary with proper evidence and validation.
• 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.
• Researching, resolving, and responding complex questions received via telephone calls, callbacks, or/and escalations, following current standards. 
• Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Comply with personal KPIs and assist SDLEAD to achieve the team goals.
• Other related tasks and responsibilities as directed by the Auxis Service Support Lead or his designate(s).
• Provides next-level support to first level Support Teams as an escalation resource for client issues
• Provides informal feedback on an ongoing basis and formal feedback.
• Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and providing support on electronic services, following current standards.
• Working closely with the Account Team (TAM, Eng, DT, SD).
• Additional responsibilities include:

1. Comply and adhere to Auxis operational processes and security policies.
2. Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
3. Use of Auxis monitoring and management tools for the devices and infrastructure applications.
4. Attend all operational and project (ad-hoc) related scheduled meetings as required.

1. Your working hours will be following the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Workforce.

1. Requirements:
   1. Personal Competencies
      1. Excellent communication skills, both verbal and written, to provide clear and concise summaries and executive updates with the ability to communicate in both technical and business-friendly terminology
      2. Extensive analytical, and problem-solving skills.

• Service Orientation: Actively looking for ways to help people.

1. Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
2. Teamwork: Collaborating efforts to achieve a common goal or to complete a task most effectively and efficiently.
3. Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to learn from experience and improve the fitness of the learner as a competitor.

• Planning, organization, and management of the work.
• Highly motivated with the ability to work both collaboratively and independently, manage multiple priorities effectively, and take initiative to complete tasks with little oversight and direction required.

1. Technical Competencies
   1. Academic
      1. English – Spanish Language B2+ or above.
      2. High school diploma.
      3. Bachelor’s degree in systems engineering or equivalent experience. (desirable)
      4. Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
      5. MS 365 Fundamentals (desirable)
      6. Azure

1. Experience
   1. 2-4 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
   2. Advance knowledge of Active Directory, network-shared printers, and drives experiences
   3. Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP.
   4. Experience in Authentication services, profile management, and policy management.
   5. Experience in Server Administration, and Identity Lifecycle.
   6. Knowledge of cybersecurity,
   7. CompTIA Security+ (or equivalent).
   8. Windows 8, 10, 11
   9. Exchange online.
   10. Entra Id.
   11. VPN from all the perspectives.
   12. Demonstrated experience administering and/or troubleshooting with one or more of the following:
       1. Active Directory,
       2. Azure AD,
       3. SailPoint IdentityIQ
       4. Privileged User Management System (i.e. CyberArk, Beyond Trust, Lieberman, Thycotic, HashiCorp Vault, etc)
       5. SailPoint File Access Manager (SecurityIQ), Windows file share management, or other unstructured data systems,
       6. Single Sign On Tools (i.e. ADFS/Azure, Auth0, Okta, SAML,etc),
       7. PKI/Certificate Management