It Help Desk Agent (Graveyard)

Be part of our team and help us evaluate, document, check and resolve different incidents and/or requirements that have been escalated through the Help Desk. Be in charge of effectively using the company's monitoring tools for the reactive and proactive detection of incidents by using the different indicators of the company (network performance, physical device problems, among others. Devices are made up, but not limited to switches, routers, firewalls, servers.

**Requirements**:

- **Fluent in English. High Proficiency level (must)**:

- High School diploma (must)
- **Full schedule flexibility. Able to work on weekends and nightshifts.**:

- **Able to work in our offices at San Pedro, San Jose.**:

- **Knowledge in computer hardware and software (must).**:

- **Experience in Office 365.**:

- **Knowledge in Active Directory.**:

- Customer service experience (must)
- Related studies in System Engineering (desirable)
- CCNA modules (desirable)
- ITIL Foundations (desirable)
- Knowledge in Collaboration technologies (IP phone) (desirable)
- Experience with Ticketing systems (desirable)
- Able to work under pressure

**Responsibilities**:

- Responsible for compliance with the Service Level Agreements of the tickets assigned to them
- Responsible for sending notifications of severities to the different clients in case there are critical incidents within their infrastructure
- Responsible for providing on-site and remote support to the different requests that enter the Advanced Response Center
- Inform your immediate supervisor of any operational anomaly within the department
- Comply with the required documentation requirements defined within the department's operating standards.