**Location**:
Cartago, Costa Rica, CR
**Job Family**: Manufacturing
**Country/Region**: Costa Rica
**Job Function Summary**:
Position's primary focus is providing end user support in Costa Rica to help and guide IT users in Costa Rica on the phone, mail, remotely or in the field to get back to normal IT Service.
Additionally position's role is to support daily Manufacturing operations.
This must be done in line with Global IT policies, standards, guidelines and the available IT Support tools.
Lead and implement IT Projects to fulfill the needs of all CAR requirements.
Document all implementation projects and code changes of any company software.
**Major Areas of Accountability**:
Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
Check computer hardware (HDD, mouse, keyboards etc.)
to ensure functionality
Install and configure appropriate software and functions according to specifications
Develop and maintain local networks in ways that optimize performance
Ensure security and privacy of networks and computer systems
Provide orientation and guidance to users on how to operate new software and computer equipment
Organize and schedule upgrades and maintenance without deterring others from completing their work
Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
Maintain records/logs of repairs and fixes and maintenance schedule
Identify computer or network equipment shortages and place orders
Installation and configurations of the wire structure.
Manage virtualization systems.
Analyze and monitor the wireless network.
Management of internal servers
Security / Pw / users
Backups / SSD or HD
CCTV, access control, web asset tracking.
Network administration - IP's / Protocols / Communications
PC's management / asset control (inventory)
Office Printers
Able to handle web servers.
Uninterruptible Power Supplies support for production computers.
Day to day support for users in Costa Rica, creating and solving cases in Global IT Service Management tool
The IT Supporter is responsible for 1st level support, mostly 2nd level support and some 3rd level support
Providing professional and timely end-user support using published procedures, standards and Service Level Agreements (SLAs).
Conducting frequently monitoring of case performance and taking ownership of and follow-through high priority cases
Troubleshoot, diagnose problems, implement corrective action procedures within guidelines and/or escalate to other Global IT resources if/when needed
Local IT stock keeping
Administer user accounts in line with IT governance
Install and configure computers, mobile devices and other end-user devices
Ensure efficient communication locally and with rest of Global IT to secure knowledge sharing and optimisation of the day-to-day work
Continuously improving and reviewing of IT processes in cooperation with Global IT
Support and maintain Global IT standards, guidelines and policies, training material, support information, technical issues, and guidelines from assigned work so they are properly documented and updated regularly in agreed containers
Knowledge sharing keeping yourself and the team updated on new implementations, documentation, and process updates; Proactively engage in the Global IT Operations and Support roadmaps
Support troubleshooting and error correction on IT infrastructure components e.g.
Server, network, telephony and network lines always in close collaboration with Global IT Operation and Support
Coordination and support of external IT service providers
Communicate relevant IT information to the local business
Take responsibility for those safety aspects identified for the given position Performing their job in compliance with the guidelines given
Drawing attention to the manager to any difficulties in understanding or following the guidelines
Drawing attention to inefficiency of the system
**Essential Qualifications**:
Have a professional and open-minded approach when collaborating in all levels within the organization and across business units
Responsive, results-oriented, self-managed, systematic and structured
Strong service orientation
Strong communication skills, written and spoken
Adheres to Global IT procedures, guidelines and policies
Minimum of 3-5 years IT support experiences
Consultancy mindset; having a professional and open-minded approach when collaborating in all levels within the organisation and across business units
Team player, responsive, result oriented, self-managed, systematic and structured
Service minded - the ability to provide "that little extra"
Strong English skills, written and spoken
Loyal to Global IT procedures, guidelines, and policies
**Required Knowledge, Skills and Abilities**:
Proven experience as IT Coordinator or relevant position (Engineer or Technician with advance IT studies)
Excellent diagnostic and problem-solving skills
Cisco courses, ITIL, and Cobit training is de