Job Summary:
The IT Tier 1 Support Technician provides advanced technical support for escalated issues, specializing in complex troubleshooting and ensuring seamless operations across hardware, software, and networking systems. This role collaborates with vendors and cross-functional teams to deliver efficient resolutions.

Responsibilities:

• Resolve escalated issues from Tier 1 support, including:
• Advanced application troubleshooting for desktop/cloud industry-standard tools.
• Office 365 support, including creation and management of security groups, shared mailboxes, and Teams administration.
• Azure AD user and group management and configuration.
• Diagnose and troubleshoot advanced hardware issues, end-user malware/virus problems, and system-level errors.
• Collaborate with vendors and onsite resources to resolve complex problems.
• Maintain and update knowledge base articles and procedural documentation.
• Identify recurring issues, conduct root cause analysis, and propose process improvements.
• Answer customer calls regarding client services
• Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.
• Input all concerns or suggestions for company follow-up, as well as survey responses.
• Transfer calls to appropriate department.
• Assist other department personnel as needed due to fluctuating workloads.
• Perform other related duties as assigned.
• Comply and adhere to Auxis operational processes and security policies.
• Must attend all customer service and performance-related scheduled meetings as required.

Skills and Experience:

• Expertise in advanced application and operating system troubleshooting.
• Proficiency with Office 365, Teams, and Azure AD administration.
• Advanced knowledge of networking and device-level hardware diagnostics.
• Strong problem-solving skills and experience with escalation management.
• Effective communication with technical and non-technical stakeholders.
• English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• 1-2 years of prior Customer Service/Call Center experience.
• Must have a 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.
• Adhere to attendance and punctuality standards. Work additional hours on as needed basis.
• Adapt to change and meet the changing demands of the work environment.
• Working knowledge of all customer service reports and systems
• Organizational, analytical, and problem-solving skills are essential.
• The ability to effectively handle multiple assignments is required.

PREFERRED QUALIFICATIONS:

• Experience with IT infrastructure tools (e.g., Intune, Autopilot) and hybrid environments.
• Knowledge of vendor collaboration and SLA management.
• Certifications such as CompTIA A+, Server+, or relevant Microsoft certifications.

• Resolve escalated issues from Tier 1 support, including:
• Advanced application troubleshooting for desktop/cloud industry-standard tools.
• Office 365 support, including creation and management of security groups, shared mailboxes, and Teams administration.
• Azure AD user and group management and configuration.
• Diagnose and troubleshoot advanced hardware issues, end-user malware/virus problems, and system-level errors.
• Collaborate with vendors and onsite resources to resolve complex problems.
• Maintain and update knowledge base articles and procedural documentation.
• Identify recurring issues, conduct root cause analysis, and propose process improvements.
• Answer customer calls regarding client services
• Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.
• Input all concerns or suggestions for company follow-up, as well as survey responses.
• Transfer calls to appropriate department.
• Assist other department personnel as needed due to fluctuating workloads.
• Perform other related duties as assigned.
• Comply and adhere to Auxis operational processes and security policies.
• Must attend all customer service and performance-related scheduled meetings as required