SD Analyst Level Ii

hace 3 semanas

Heredia, Costa Rica Auxis A tiempo completo

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 best practices, technical procedures, troubleshooting, and remediation, and provide coaching and development.

**Responsibilities**:
**Incident/Request/Problem Management**:

- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate:

- Assign tickets to resources based on technology, location, and load.
- Escalate tickets as required with the proper priority and discard or cancel tickets that are not required.
- Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
- Perform random checks on tickets to make sure they are closed with the proper comments, root cause, and activities done.

**Leadership**:

- Administers manager directive of a department to control the day-to-day operations and activities of front-line staff.
- 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:
**Requirements**:

- ** Personal Competencies**
- Excellent communication skills, both verbal and written, to provide clear and concise summaries and executive updates with the ability to communicate in both technical and business-friendly terminology
- Extensive analytical, and problem-solving skills.
- Service Orientation: Actively looking for ways to help people.
- Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
- Learning Strategies: Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Teamwork: Collaborating efforts to achieve a common goal or to complete a task most effectively and efficiently.
- Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to learn from experience and improve the fitness of the learner as a competitor.
- Schedule flexibility.
- Planning, organization, and management of the work.
- Highly motivated with the ability to work both collaboratively and independently, manage multiple priorities effectively, and take initiative to complete tasks with little oversight and direction required.
- ** Technical Competencies**
**Academic**
- 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)

**Experience**
- 3 - 5 years in a technical role.
- 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)

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