Level 2 Service desk

Auxis; Bogotá; Presencial; COP 24.000.000 - 36.000.000; Jornada completa

Descripción de la vacante

Auxis is seeking a Level II Support Specialist in Bogotá to bridge complex technical issues and customer service excellence. You will handle escalations, train L1 analysts, and help keep our knowledge base current.

The role emphasizes proactive problem management and collaboration with cross-functional teams. The ideal candidate has 2–4 years in tech support, strong AD/Windows Server expertise, and ITIL familiarity, with fluency in English and Spanish.

Formación

• 2–4 years in Tech Support with deep knowledge of Active Directory, Windows Server 2012–2019, and Exchange Online.
• ITIL knowledge is a must; MS 365 or CompTIA Security+ is a huge plus.
• Advanced English & Spanish (B2+ or higher) required.

Responsabilidades

• 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 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 expert solutions.

Conocimientos

Active Directory

Windows Server 2012-2019

Exchange Online

VPNs

Entra ID / Azure AD

Identity Management tools

Educación

ITIL knowledge

MS 365

CompTIA Security+

Herramientas

SailPoint

CyberArk

Descripción del empleo

Are you a technical problem-solver who loves mentoring others? We’re looking for a Level II Support Specialist 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.