Job Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting process effectively - Follow up with customers to ensure high-level satisfaction and issue resolution. - Exceed customer expectations by delivering exceptional customer service. - Maintain detailed case records, documentation, and ensure cases are closed efficiently. - Identify and recommend procedure modifications or improvements. - Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure. - Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users. - Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel. **Additional** responsibilities include**: - Comply and adhere to Auxis operational processes and security policies. - Use Auxis Service management tools for Incident, Problem, Change, and Configuration management. - Attend all operational and project (ad-hoc) related scheduled meetings as required. - Adhere to the working hours at the client sites or as determined by the Auxis Workforce. Skills and Experience: **Experience**: - Familiarity with Active Directory, network-shared printers, and Windows with shared drives experience. - Completion of an internship in a business-related environment. _(Nice to Have)_ **Education**: - A high school diploma is a prerequisite for this position. - Pursuing a degree in computer science, Engineering, IT or equivalent working experience. _(Nice to Have)_ **Personal Competencies**: - _ Results-Driven:_ Committed to delivering high-quality work, making timely decisions, and achieving company goals. - _ Ethical:_ Upholds moral values, follows ethical standards, and respects organizational policies. - _ Innovative:_ Generates creative solutions to address challenges and improve processes. - _ Collaborative_: Works effectively with cross-functional teams to support the organization's strategy. - _ Data-Driven:_ Makes well-informed decisions by analyzing multiple variables and options. - _ Adaptable:_ Quickly adjusts to changing circumstances and appreciates diverse perspectives. - _ Analytical:_ Systematically assesses situations, identifies key factors, and prioritizes tasks. - _ Effective Communicator:_ Listens and communicates clearly to support organizational objectives. **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. About Auxis: Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization. **Benefits**: Health benefits including medical, vision, and dental. Asociacion Solidarista Training and development programs Employee recognition program Paid time off and family-paid leave Paid day off for your birthday!