It support engineer - trilingual


Salario confidencial CRC

Toda Costa Rica

Publicado 7 Abr 2021

Tecnología: soporte-prog y web

1 Vacante

Ingeniería de Sistemas / Otras

Empresa confidencial

Sector de la vacante:

Descripción general

IT Support Engineer - Trilingual

Main Responsibilities

· Responsible for performing the 1st level, supporting remotely by phone and email.

· In charge of technically supporting IT users for all computer and telecommunication problems.

· Captures the necessary user data and validates the permissions to start the service process.

· Responsible for the classification of incidents, reported requests and correct documentation of messages in the Ticketing System.

· Responsible for the creation, analysis, and resolution of support requests in compliance with defined processes and agreements (SLA).

· It takes care of the autonomous and careful resolution of support requests using knowledge documents and remote-control applications.

· In case of forwarding: creation of meaningful support tickets and correct routing

· Assisting the user in applying for permissions, software installations, hardware orders.

· Qualified, meaningful, and comprehensible documentation of the solution in the respective support tickets.

· Responding to status requests from existing service operations.

· Communication with employees and users.

· Engage as a competent contact for user satisfaction.

Requisitos para aplicar

Knowledge and Experience

· Vocational education completed or in current course in the IT area.

· 2 years of experience as a customer service specialist in IT and telecommunications technology.

· In-depth experience of common IT products and topics, such as 0365 user and administration skills, Windows OS, Active Directory, Remote Resolution Tools, SAP Knowledge Base, Printer, Internet, Remote Access, Microsoft SCCM...).

· Outlook expertise, desktop support (repair setup, installation, maintenance).

· Win10 MCSA Experience.

· ITIL v3/v4 certified.

· English proficiency 85%.

· Portuguese proficiency 85%.

Datos complementarios




Bachillerato universitario

Quimicos industriales y diversos

2 años de experiencia

Contrato Indefinido


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