Level 1 Support Technician

Auxis is seeking a motivated and customer-focused Level 1 Support Technician to provide first-line technical assistance to our employees. The ideal candidate will have experience or interest in working with Microsoft Entra ID (formerly Azure Active Directory), Office 365, and related Microsoft technologies. This role is essential for maintaining operational efficiency and ensuring a seamless user experience.

Key Responsibilities:

• Provide First-Level Support: Respond to, troubleshoot, and resolve IT issues via phone, email, and ticketing system.
• Microsoft Entra / Office 365 Management:
• Assist with account creation, password resets, and role assignments in Microsoft Entra.
• Manage Office 365 user accounts, licenses, and email configurations (Exchange Online).
• Device and Application Support: Troubleshoot desktop/laptop issues (Windows and possibly Linux), Office 365 apps, OneDrive, Teams, SharePoint, and other business-critical tools.
• Password Resets and Access Management: Handle issues related to multi-factor authentication (MFA), single sign-on (SSO), and identity synchronization.
• Endpoint Security: Ensure devices meet company security standards and assist with troubleshooting antivirus and endpoint protection tools.
• Network and Connectivity Issues: Diagnose basic network issues (Wi-Fi connectivity, VPN access, printer issues, etc.) and escalate complex problems as needed.
• Documentation: Maintain accurate records of issues, solutions, and procedural updates in the knowledge base.
• Escalation: Identify and escalate complex issues to Level 2/3 support or external vendors when necessary.
• English  Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• 1-2 years of prior Customer Service/Call Center experience
• Must have a high school diploma
• Must possess excellent Communication skills and Involvement.
• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
• Adhere to attendance and punctuality standards. Work additional hours on as needed basis.
• Adapt to change and meet the changing demands of the work environment.
• Working knowledge of all customer service reports and systems
• Organizational, analytical, and problem-solving skills are essential.
• The ability to effectively handle multiple assignments is required.

Required Skills & Qualifications:

• Technical Skills:
• Basic knowledge of Microsoft Entra ID (formerly Azure AD) and Office 365 administration.
• Familiarity with Windows operating systems, Linux is helpful but not a requirement, and mobile device management (MDM).
• Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk).
• Problem-Solving: Strong troubleshooting and diagnostic skills for resolving hardware, software, and network-related issues.
• Customer Service: Excellent communication and interpersonal skills to assist non-technical users.
• Time Management: Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Security Awareness: Understanding of basic security concepts, including MFA, SSO, and data protection.

Preferred Qualifications:

• CompTIA A+, Network+, or Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent) are a plus.
• Experience supporting cloud-based services, including Exchange Online, Teams, and OneDrive.
• Familiarity with Active Directory, group policy, and hybrid identity environments.
• Understanding of basic networking concepts (IP addressing, DNS, DHCP, VPN).

Key Metrics for Success:

• Response and resolution time of support tickets.
• Customer satisfaction scores and feedback.
• Adherence to IT policies and security protocols.
• Answer customer calls regarding client services 
•  Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores
•  Input all concerns or suggestions for company follow-up, as well as survey responses
•  Transfer calls to appropriate department.
• Assist other department personnel as needed due to fluctuating workloads.
• Perform other related duties as assigned.
• Comply and adhere to Auxis operational processes and security policies.
• Must attend all customer service and performance-related scheduled meetings as required