Senior Tech Support Lead: Escalations & Knowledge

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

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.