Experience- Minimum of 12months of Desktop support experience- The engineers should be able to understand and speak with a good level.Principal Responsibilities:- Provide comprehensive technical support services to the Client's onsite personnel, customers andservice providers.- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration- Replicate and resolve customer incidents in the software & hardware environment.- Maintain incident management system with up to date information on ticket progress- Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent withthe agreed SLA's.- Follow established Asset Management processes- Provide setup and support services for conference rooms.- Provisioning and deployment of internal VoIP telephones- Communication with several IT Infrastructure support groups to appropriately escalate incidentsand follow up on incidents to drive resolution for the customer. Documenting customerinteractions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.- Effectively communicate with Deskside Management Team in regards to asset management,break/fix or Service Desk related processes (build a "proactive" environment)using the various knowledge distribution channels.- Carries out responsibilities in accordance with the organization's policies, procedures, and state,federal and local laws- Ensures compliance with all company policies and procedures, including safety rules andregulations- Liaise as necessary interdepartmentally to seek resolutions to all reported issues- Assess reported issues and as necessary work directly with Client's service providers for escalationand timely issue resolution.- Perform customer support related tasks and special projects as assigned by management.- Liaise as necessary interdepartmentally to seek resolutions to all issues reported.- Must be able to lift desktops, laptops, monitors, printers and other IT related equipmentetc.- Mentor other Deskside Support Technicians as required.Job Requirements**Skills**:- Problem solving skills, organizational skills, and the ability to exercise sound judgment inany customer service scenario- Excellent communication and customer service skills. Dedication to customer service.- Excellent teamwork skills- Excellent desktop support technical skills- Experience in supporting and troubleshooting Microsoft Office 365, Windows OperatingSystems, VPN client software (Citrix), Remote Desktop tools (Bomgar)- Ability to perform root cause analysis and determine appropriate course of action based onresultBenefitsWork Location: 900 Parkway, 191-3006 Barreal de Heredia, Costa RicaJob stabilityBenefits of lawTipo de puesto: Tiempo completoSalario: ¢400,000.00 - ¢427,804.00 al mes
