Description The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products.This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.Essential Functions/Core Responsibilities ? Technical expertise handled at least 3- 4 years.? Deep Experience with virtualization/hypervisors (ESXi/Hyper-V/Nutanix).Networking knowledge such as DNS/DHCP/VLANs to a good understandingKnowledge of different types of servers (Domain controllers/SQL/Fileservers/NAS)? At least two years of experience dealing with customers and speaking to them on the phone.? Troubleshooting expertise supports issues using Knowledge-based articles and can source information to aid in troubleshooting.Assist external/internal users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems.Troubleshoot essential to complex customer issues that are technical in nature, including hardware, software, networking, or other designated client products? Ticket resolution expectations.Keeping the customer up to date with the situation is a must.Providing daily updatesExperience in Effectively moving the problem towards resolution with escalation if required.Accurately log relevant information into the ITSM system, deep documentation.Tickets follow and proactive resolution, daily task completion.You will be requested to ensure that all relevant details are kept current and up to date in the ADPs ITSM system.Administration of the ADP Portal.Escalations process experience and actions to follow.Adherence to Assured DP ISO09001 and ISO27001 certification standards.Responsible information handlingUnderstanding of the sensitivity of customer dataIdentifying risk and communicating if you spot riskSecurity awarenessKnowledge of security systems, such as firewalls/encryption/antivirus/intrusion detections, is preferable.Participate in activities designed to improve customer satisfaction and business performance.Solve problems that are generally unstructured and require extensive conceptual thinking skills.Serve as a resource to other support personnel.Confluence Knowledge.Zendesk or ITSM knowledge and interaction.Candidate Profile Responsible information handlingUnderstanding of the sensitivity of customer dataIdentifying risk and communicating if you spot risk.Security Awareness.Knowledge of security systems such as firewalls, encryption, antivirus, and intrusion detection is preferable.Compliance with ADP's policies and proceduresHandling and protection of ADP's informationReporting of security eventsImplementing appropriate policies and proceduresCreating knowledge articles using the skills learned on the desk to help aid Colleagues.You will work on Actioning restore requests where skill level allows, & escalation of these tickets when required.Good understanding of general IT-related technologies.Networking, Active Directory,OS-level troubleshooting.Experience working within an ITIL environment, though being qualified.Relevant technical expertise in the program (i.e., hardware, software, networking, data storage, troubleshooting, repair, and sales).Advanced knowledge of client technical systems.It would be best to be Skilled in multi-tasking, including being flexible and adapting to changes quickly.Career Framework Role You will work with close supervision and clearly defined procedures.You will start demonstrating familiarity with client terminology, operating standards, and procedures.Location:Costa Rica- Barreal de HerediaLanguage Requirements:EnglishTime Type:Full time
