Job Summary:
The SD Analyst Level II oversees daily urgent and complex incidents/requests as required by their leads and Analysts, they assignee tickets, and assist with the queue coverage, team development & results, and KPI's. They must understand all current documented procedures, and promote all problem solving and investigational skills with the team members.
**Responsibilities**:
- Will lead to additional responsibilities, workload distribution, assignation and reporting.
- Assign tickets to resources based on technology, location and load.
- 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 SDAL1 as needed.
- Cover Real-Time Queue needs whenever Leads are OOO in meetings or Training.
- 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 documenting if necessary with proper evidence and validation.
- Working closely with and in support of the IT Service Desk and Engineering/Desktop support team members.
- 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. (SDAL1, Clients, or SDLEADs)
- 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).
- Additional responsibilities include:
- Comply and adhere to Auxis operational processes and security policies.
- Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
- Attend all operational and project (ad-hoc) related scheduled meetings as required.
Skills and Experience:
- English - Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
- 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.
- The resource will adjust its schedule based on the account needs.
- 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.
- Good presentation and a polite, tactful and friendly character.
- Excellent Customer Service skills.
- Leadership skills.
- Nice to have Technical Proficiencies:
- Cisco CCNA Modules.
- Microsoft MTA.
