**GAQ325R20**
**Location: Heredia, Costa Rica**
**Outcomes**
- You will support our core platforms - user support, ticketing, procurement, and provisioning.
- Document all processes and update current documentation for the established procedure.
- Complete and document assigned project work and provide updates to ensure accuracy.
- Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation.
- Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders.
- Maintain the asset inventory system and ensure all hardware/software allocations are logged.
**Competencies**
- Experience working on a high-volume ticketing system (+4000 PM)
- 2+ years of experience or related experience in administering and maintaining ITSM systems and associated tools
- Extensive experience providing high-caliber support to all levels of staff
- Experience supporting customer IT needs within a global team supporting multiple regions and time zones
- Provide other services to reduce tickets and ticket closure times
- Work with partners to find efficiencies and implement improvements to our internal systems
- Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
- Extensive experience troubleshooting AV/Conference room issues and Office Network related issues
- Must have the necessary soft skills to work in a customer-facing environment:
- Effective Communication: The ability to convey technical information clearly and understandably for non-technical users.
- Active Listening: Listening carefully to users' issues and concerns to understand their needs fully.
- Patience: Remaining calm and patient, especially when dealing with users who may be frustrated or stressed due to technical issues.
- Empathy: Understanding and acknowledging users' concerns and frustrations and showing compassion toward their situation.
**Benefits**
- Private Medical Insurance
- Private Life Insurance
- Equity Awards
- Paid Parental Leave
- Fitness Reimbursement
- Annual Career Development Fund
- Home Office/Work Headphone Reimbursement
- Business Travel Accident Insurance
**About Databricks**
Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.
**Our Commitment to Diversity and Inclusion**
At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.
**Compliance
