SD Analyst Level I (BB-35D31)

Encontrado en: Neuvoo Bulk CR


Job Summary

The SD Analyst Level I is the first point of contact for the users who call our IT Service Desk. The SD Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The SD Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.


  • Incident/Request/Problem/Knowledge Management.
  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
  • Provide first-level contact, convey resolutions to customer issues and follow up.
  • Properly escalate unresolved queries to the next level of support.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation and closure.
  • Recommended procedure modifications or improvements.
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
  • Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s).
  • Additional responsibilities include:
  • Comply and adhere to Auxis operational processes and security policies.
  • Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
  • Use of Auxis monitoring and management tools for the devices and infrastructure applications.
  • Attend all operational and project (ad-hoc) related scheduled meetings as required.
  • Skills and Experience

  • English – Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
  • 1-2 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
  • Active Directory, Exchange, Office 365, VPN, network-shared printers and drives experiences.
  • The resource will adjust its schedule based on the account needs.
  • High School diploma.
  • Must possess excellent communication skills and involvement.
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
  • Good presentation and a polite, tactful and friendly character.
  • Nice to have Technical Proficiencies:Cisco CCNA Modules.Microsoft MTA.
  • About Auxis

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