Job Summary:The L2 agent will face unusual situations and issues every day, so, a full understanding of current documented procedures and investigational skills are required. In addition, the L2 will be responsible for providing support to customers and serve as the Level 2 resource for escalation of customer issues. The L2 will establish and influence best practices, technical procedures, troubleshooting, and remediation for the account**Responsibilities**:- 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.Skills and Experience:**Academic**- English - Spanish Language B2+ or above.- High school diploma.- Bachelor's degree in Business, management, related field, or equivalent experience.- Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)- MS 365 Fundamentals Certification(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,- CompTIA Security+ (or equivalent)**Schedule****Please take into consideration that for DLS the schedules are moved one hour**- 7:00 am - 4:00 pm Thursday and Friday off.- 12:00 pm - 9:00 pm Monday and Tuesday off.- 5:00 pm - 12 md Saturday and Sunday offAbout Auxis:
