Senior Service Desk Analyst

Auxis; Bogotá; On-site; COP 40,000,000 - 65,000,000; Full time

Job summary

Auxis in Bogotá invites a Senior Technical Support Specialist level II to bridge complex technical issues and top-tier customer service. You will handle escalations, mentor L1 analysts, and contribute to a growing knowledge base.

You’ll work with Active Directory, Windows Server, Exchange Online, VPNs, Entra ID, and identity tools, while applying ITIL practices. English and Spanish proficiency is required for cross-border support.

Qualifications

• 2–4 years in Tech Support with expertise in AD, Windows Server (2012–2019), and Exchange Online.
• Advanced English and Spanish required (B2+).
• ITIL knowledge and familiarity with identity management tools a plus.

Responsibilities

• Escalation Hero: provide Tier 2 support via phone, chat, and email for complex incidents.
• Knowledge Leader: document SOPs and train new recruits (OJT).
• Problem Management: identify recurring issues and apply ITIL-based permanent fixes.
• Team Support: assist Level 1 teams with expert, creative solutions.

Skills

English

Spanish

Advanced English

Education

ITIL knowledge

MS 365

CompTIA Security+

Tools

VPNs

Entra ID / Azure AD

SailPoint

CyberArk

Active Directory

Job description

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.