SD Level 2 Agent

hace 7 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The L2 agent will face unusual situations and issues every day, so, a full understanding of current documented procedures and investigational skills are required. In addition, the L2 will be responsible for providing support to customers and serve as the Level 2 resource for escalation of customer issues. The L2 will establish and influence best practices, technical procedures, troubleshooting, and remediation for the account

**Responsibilities**:

- 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.

Skills and Experience:
**Academic**
- English - Spanish Language B2+ or above.
- High school diploma.
- Bachelor’s degree in Business, management, related field, or equivalent experience.
- Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
- MS 365 Fundamentals Certification(desirable)

**Experience**
- 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,
- CompTIA Security+ (or equivalent)

**Schedule**

**Please take into consideration that for DLS the schedules are moved one hour**
- 7:00 am - 4:00 pm Thursday and Friday off.
- 12:00 pm - 9:00 pm Monday and Tuesday off.
- 5:00 pm - 12 md Saturday and Sunday off

About Auxis:

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