Job Summary: The Subject Matter Expert (SME) is responsible for handling high-complexity incidents and extended requests, overseeing the administration of access roles and policies, and managing Privileged Access Management accounts. The SME encounters unusual situations daily, requiring a comprehensive understanding of current procedures and strong investigational skills. The SME collaborates with the Technical Account Manager (TAM) and leads to address urgent incidents/requests. Responsibilities: Incident/Request/Problem Management: Manage Auxis clients' incident and Request Queue. Assign tickets to resources based on technology, location, and load. Escalate tickets as required with the proper priority. Identify recurring incidents or create problems as per ITIL standards. Conduct audits on tickets to ensure closure compliance. Leadership: Assist SDTL in measuring and driving down incident levels. Identify and implement improvements to the Service Desk incident logging system. Meet defined goals and KPIs. Assist SDTL with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues. Provide coaching and feedback for team compliance and talent development. Act as an escalation resource for client issues. Daily Activities: Administer departmental operations and activities. Provide level 2 support to first-level teams and direct customers via phone, chat, email. Update documentation (KB articles) and research, resolve, and respond to complex queries. Acquire and maintain knowledge of product offerings and support policies. Adhere to Auxis operational processes and security policies. Attend all operational and project-related scheduled meetings. Verify the queue of the analysts daily. Perform quality evaluations for the first-level teams. Skills and Experience: Technical Competencies: Knowledge or training in best practices or IT frameworks, such as ITIL. Advanced knowledge of Active Directory, O365, network-shared printers, and drives. Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP. Knowledge of cybersecurity. Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel (Nice to Have). Experience: Minimum of 2+ years working experience in technical support. Hands-on experience with Active Directory Domain Services (AD DS). Proven expertise in Server Administration and Identity Lifecycle. In-depth experience in Authentication services, profile management, and policy management. Demonstrated experience administering and/or troubleshooting with one or more of the following: Active Directory Azure AD SailPoint IdentityIQ Privileged User Management System (i.e. CyberArk, Beyond Trust, Lieberman, Thycotic, HashiCorp Vault, etc) SailPoint File Access Manager (SecurityIQ), Windows file share management, or other unstructured data systems Single Sign On Tools (i.e. ADFS/Azure, Auth0, Okta, SAML, etc) PKI/Certificate Management Education: A High School diploma is a prerequisite for this position. A university degree in business, management, related field, or equivalent experience (Nice to Have) . Technical Certifications: MS 365 Fundamentals (Nice to Have) CompTIA Security+ (or equivalent) (Nice to Have) Personal Competencies: Excellent written, verbal, and interpersonal skills. Commitment to quality and continuous improvement. Demonstrated innovation and creativity. Self-motivation, independence, and proactive problem-solving skills. Proficiency in training, shaping knowledge, and skills. Strong ability to collaborate within a team environment. Adaptability and flexibility. Service orientation and active learning mindset. Strong decision-making and organizational skills. Commitment to ethical standards and organizational policies. 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. #J-18808-Ljbffr