Job Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting process effectively - Follow up with customers to ensure high-level satisfaction and issue resolution. - Exceed customer expectations by delivering exceptional customer service. - Maintain detailed case records, documentation, and ensure cases are closed efficiently. - Identify and recommend procedure modifications or improvements. - Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure. - Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users. - Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel. **Additional** responsibilities include**: - Comply and adhere to Auxis operational processes and security policies. - Use Auxis Service management tools for Incident, Problem, Change, and Configuration management. - Attend all operational and project (ad-hoc) related scheduled meetings as required. - Adhere to the working hours at the client sites or as determined by the Auxis Workforce. Skills and Experience: **Experience**: - 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library). - Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience. - Proven experience in efficiently managing tickets and providing exceptional customer support. **Education**: - A high school degree is a prerequisite for this position. - Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. _(Nice to Have)_ **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. **Certifications (Nice to Have)**: - CISCO CCNA - ITIL - Microsoft 365 Fundamentals - Comptia A+