Service Desk Level 2 – English & Portuguese Required

The Subject Matter Expert is responsible for handling high complexity incidents and extended requests, the SME is also responsible for the administration of access roles and policies and management of Privileged Access Management accounts.  

The Subject Matter Expert will face unusual situations and issues every day, so, a full understanding of current documented procedures and investigational skills are required.  The Subject Matter Expert oversees urgent incidents/requests as required by the TAM and the leads. 

• Provides next-level support to first-level Support Teams 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 IOS 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.  

Technical Competencies :

Academic 

• English – Spanish Language B2+ or above. 

• High school diploma.  

• Bachelor’s degree in Business, management, related field, or equivalent experience. (desirable) 

• Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) 

• MS 365 Fundamentals (desirable) 

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, 

• Azure AD, 

• SailPoint IdentityIQ 

• Privileged User Management System (i.e. CyberArk, Beyond Trust, Lieberman, Thycotic, HashiCorp Vault, etc) 

• 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 

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.

• Benefits
• Health benefits including medical, vision, and dental.
• Asociacion Solidarista
• Training and development programs
• Employee recognition program
• Paid time off and family-paid leave
• Paid day off for your birthday!