Senior Technical Support Specialist Level II
Auxis · Bogota
Descripcion del puesto
About the role
Auxis is hiring a Senior Technical Support Specialist (Level II) to bridge complex technical issues with smooth customer service. The role handles escalations beyond quick fixes, investigates critical scenarios, trains Level 1 analysts and keeps the knowledge base current.
Key responsibilities
- Provide Tier 2 support by phone, chat and email for complex incidents
- Document new procedures (SOPs) and act as an on-the-job trainer for new recruits
- Identify recurring issues and follow ITIL standards to find permanent fixes
- Walk the floor and help Level 1 teams with expert solutions
Required profile
- 2-4 years of experience in tech support
- Advanced English and Spanish (B2+ or higher)
- ITIL knowledge is a must
Required skills
- Active Directory, Windows Server (2012-2019) and Exchange Online
- VPNs, Entra ID (Azure AD) and identity management tools such as SailPoint or CyberArk
- MS 365 or CompTIA Security+ certification is a big plus
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Publicado hace 7 horas
Expira en 1 mes
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Auxis
Bogota
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