Job Summary:
The SME should handle the team questions and should be second-level support for his/her peers and, associated with the team lead he-she will have active communication to properly address any escalations, providing information about incidents analysis and KPIs to the Service Desk Team Lead.
The SDSME must build services relationship with peers and assist the SDTL conduct service reviews for the account when requested.
In addition, the SDSME will be partially responsible for providing support to customers and serve as the Level 2 resource for escalation of customer issues.
The SME will establish and influence with best practices, technical procedures, troubleshooting, and remediation, provide coaching and development.
**Responsibilities**:
- Administers manager directive of a department to control the day-to-day operations and activities of front-line staff.
- Provides next-level support to first level Support Teams as an escalation resource for client issues.
- Creates / updates documentation (KB articles) on a continuous basis.
- Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and providing support on electronic services, 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.
- Other related tasks and responsibilities as directed by the Auxis Service Support Manager or his designate(s)
- Comply and adhere to Auxis operational processes and security policies
- Attend all operational and project (ad-hoc) related scheduled meetings as required
- Verify the queue of the analysts daily.
- Perform quality evaluations for the first level Support Teams.
Skills and Experience:
- English - Spanish Language (Oral and writing 85 % or higher), (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)
- 3-5 years of experience delivering expert-level technical support and ticket management systems such as Microsoft Dynamics, ServiceNow, and Zendesk.
- Experience with Windows and Linux technical troubleshooting and administration including advanced network troubleshooting knowledge, audio/video cabling, etc.
(Desirable)
- Experience with Nagios NS Client, Broadsign, Navori, Samsung RMS, LG Connected Care, Windows IoT, Microsoft Azure, Microsoft Dynamics, and other ticketing systems (Desirable)
- Experience writing internal technical documentation, writing end-user knowledge base articles, and delivering training to both technical and non-technical end-users (Desirable)