Hiring: Senior Technical Support Specialist level II | Auxis

Are you a technical problem-solver who loves mentoring others? We're looking for a Senior Technical Support Specialist level II to act as a bridge between complex technical issues and seamless customer service. This is a role for someone who digs deep into data, documents new solutions, and keeps the team sharp

The Mission:

You'll handle the tough stuff - escalations that need more than a "quick fix." You'll use your advanced skills to investigate critical scenarios, train L1 analysts, and ensure our knowledge base is always up to date.

What You'll Do:

- Escalation Hero: Provide Tier 2 support via phone, chat, and email for complex incidents.
- Knowledge Leader: Document new procedures (SOPs) and act as an "On-the-Job" Trainer (OJT) for new recruits.
- Problem Management: Identify recurring issues and follow ITIL standards to find permanent fixes.
- Team Support:



"Floor walk" and assist Level 1 teams with creative, expert solutions.

What We're Looking For:

- Experience: 2-4 years in Tech Support with deep knowledge of Active Directory, Windows Server (2012-2019), and Exchange Online.
- Technical Stack: Proficiency in VPNs, Entra ID (Azure AD), and Identity Management tools (like SailPoint or CyberArk).
- Certifications: ITIL knowledge is a must; MS 365 or CompTIA Security+ is a huge plus.
- Language: Advanced English & Spanish (B2+ or higher).

Why You'll Love It:

- Professional Growth: Shift from just "fixing" to "designing" processes and mentoring others.
- Dynamic Environment: A mix of collaborative teamwork and independent initiative.
- High Impact: Directly influence team KPIs and client satisfaction levels.

📌 Senior Service Desk Analyst (Bogotá)
🏢 Auxis
📍 Bogotá