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Service Desk Expert
hace 2 meses
The Technical Support Specialist is responsible for handling high-complexity incidents and extended requests, overseeing the administration of access roles and policies, and managing Privileged Access Management accounts. This role requires a comprehensive understanding of current procedures and strong investigational skills. The Technical Support Specialist collaborates with the Technical Account Manager (TAM) and leads to address urgent incidents/requests.
Key Responsibilities:- Incident/Request/Problem Management:
- Manage Auxis clients' incident and Request Queue.
- Assign tickets to resources based on technology, location, and load.
- Escalate tickets as required with the proper priority.
- Identify recurring incidents or create problems as per ITIL standards.
- Conduct audits on tickets to ensure closure compliance.
- Leadership:
- Assist SDTL in measuring and driving down incident levels.
- Identify and implement improvements to the Service Desk incident logging system.
- Meet defined goals and KPIs.
- Assist SDTL with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues.
- Provide coaching and feedback for team compliance and talent development.
- Act as an escalation resource for client issues.
- Daily Activities:
- Administer departmental operations and activities.
- Provide level 2 support to first-level teams and direct customers via phone, chat, email.
- Update documentation (KB articles) and research, resolve, and respond to complex queries.
- Acquire and maintain knowledge of product offerings and support policies.
- Adhere to Auxis operational processes and security policies.
- Attend all operational and project-related scheduled meetings.
- Verify the queue of the analysts daily.
- Perform quality evaluations for the first-level teams.
- Technical Competencies:
- Knowledge or training in best practices or IT frameworks, such as ITIL.
- Advanced knowledge of Active Directory, O365, network-shared printers, and drives.
- Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP.
- Knowledge of cybersecurity.
- Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel (Nice to Have).
- Experience:
- Minimum of 2+ years working experience in technical support.
- Hands-on experience with Active Directory Domain Services (AD DS).
- Proven expertise in Server Administration and Identity Lifecycle.
- In-depth experience in Authentication services, profile management, and policy management.
- 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
- Education:
- A High School diploma is a prerequisite for this position.
- A university degree in business, management, related field, or equivalent experience (Nice to Have).
- Technical Certifications:
- MS 365 Fundamentals (Nice to Have)
- CompTIA Security+ (or equivalent) (Nice to Have)
- Personal Competencies:
- Excellent written, verbal, and interpersonal skills.
- Commitment to quality and continuous improvement.
- Demonstrated innovation and creativity.
- Self-motivation, independence, and proactive problem-solving skills.
- Proficiency in training, shaping knowledge, and skills.
- Strong ability to collaborate within a team environment.
- Adaptability and flexibility.
- Service orientation and active learning mindset.
- Strong decision-making and organizational skills.
- Commitment to ethical standards and organizational policies.
- Language Skills:
- Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.
