Service Desk Level 2 – English & Portuguese Required

• 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.

• 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)

• 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

• 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!

Auxis