This person is a first level support provider, responsible for supporting end-users in customer organizations regarding networking, unified communications, security appliances, and desktop/server incidents.
**Primary responsibilities**:
- Support corporate networks remotely while interacting with "non-technical" staff
- Monitor and resolve customer incidents or escalate to appropriate staff as needed
- Work directly with customers and communicate in business terms according to Synnapex guidelines
- Efficiently triage and prioritize technical support requests based on the issue presented.
- Follow up and track open support tickets to ensure timely resolution (create, manage, and update tickets with accurate information)
- After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
- Patch Management monitor, recommendation, and mitigation
- Updating inventory and maintaining inventory database of customer environments
- Preparing and revising documentation such as "how-to" guides and internal knowledgebase
- Co-ordination with hardware vendors when required
- Understand and work within SLA/SLO agreements
- Create Problem records for issues that require further follow-up / permanent fixes
- Follow all change management guidelines and policies
**Requirements**:
- Post-Secondary education in a related field
- 3 -5 years practical business experience
- English Advanced
- Certifications desired: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +, Unified Collaboration or Security focused)
- Experience working with Cisco tools (troubleshooting, support, etc.)
- An understanding of switching, routing, security appliances and wireless and their purpose in a corporate network
- Ability to concisely document an issue and its solution
- Professional experience operating and provisioning RMM tools
- Able to work with mínimal supervision, as well as within a team environment
- Comfortable with dealing with customer support
- Strong desire to learn, ability to work in a fast-paced environment
- Schedule availability
Tipo de puesto: Tiempo completo
Salario: ¢750 000,00 - ¢1 000 000,00 al mes
Idioma:
- inglés (Obligatorio)