**Technical Service Administrator****Job ID**- 172905**Posted**- 18-Jun-2024**Service line**- Advisory Segment**Role type**- Full-time**Areas of Interest**Customer Service, Digital & Technology/Information Technology**Location(s)**Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica**JOB SUMMARY**This position provides Tier 1 tech support related to the administration of SharePoint websites and Power Platform solutions. Focused time management, exemplary customer service, and problem-solving skills along with the ability to prioritize are keys to success in this position. The nature of the position requires an ability to communicate clearly on a variety of different levels, both externally and internally.**ESSENTIAL DUTIES AND RESPONSIBILITIES**Process, manage, monitor and perform quality assurance on support requests.Maintain 99% (or higher) Service Level Agreement complianceUtilize SharePoint and Microsoft Office products to update web content.Provide content delivery by following established web publishing processes.Provide web best practices consulting as needed, and other project or web support duties as assigned.Oversees and manages service documentation.Performs quality assurance on all services being developed for clients to ensure quality.Processes, prepares, and assists in maintaining support metrics and monthly business reviews for all services.Assists with project administration deliverables (i.e. meeting minutes; budget tracking; schedule updates; move management; closeout).Other duties may be assigned.**SUPERVISORY RESPONSIBILITIES**No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project.**QUALIFICATIONS**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and EXPERIENCEBachelors degree from four-year college or university. Minimum of 1 to 3 years of experience required.CERTIFICATES and/or LICENSESNone.COMMUNICATION SKILLSExcellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.FINANCIAL KNOWLEDGERequires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.REASONING ABILITYAbility to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.Rigor and logic to solve difficult problems with effective solutionsOTHER SKILLS and ABILITIESHigh degree of independence, initiative, responsibility, and accountability to exemplify a self-managing professionalAdvanced proficiency in Microsoft Office Suite including SharePoint, Power Platform, Word, PowerPoint, Excel, and Outlook.SCOPE OF RESPONSIBILITYDecisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
