Job Title: A Premier Customer Support Specialist Job Summary This role involves providing exceptional customer support by serving as the initial point of contact for users contacting our IT Service Desk. The ideal candidate will have a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library). Responsibilities - Customer Engagement: Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Troubleshooting and Escalation: Serve as the initial point of contact for customers and provide solutions to their issues, escalating unresolved queries to the next level of support as needed. - Documentation and Record Keeping: Maintain detailed case records, documentation, and ensure cases are closed efficiently. - Process Improvement: Identify and recommend procedure modifications or improvements, updating or creating Knowledge Base Articles to ensure accuracy in Service Desk procedure. Required Skills and Qualifications The successful candidate will possess: - Technical Expertise: Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience. - Certifications: CISCO CCNA, ITIL, Microsoft 365 Fundamentals, Comptia A+ (nice to have). 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. Benefits The role offers opportunities for growth and development, with a focus on delivering exceptional customer experiences. Others Please note that we are an equal opportunity employer and welcome applications from diverse candidates.