Information Technology Support Analyst

More about Our Global IT Team

SurveyMonkey’s Global IT team, a collaborative and diverse group of professionals across Europe and the Americas, is seeking a motivated and experienced IT Support Engineer to join our Central America team. You will report to the IT Support Manager.

What We’re Looking For

We are seeking a full-time IT Support Engineer to support our internal enterprise IT platforms and services. This is a hands-on role that offers exciting projects, a supportive working environment, exceptional colleagues, and a culture that values teamwork, innovation, and inclusivity. We prioritize opportunities for further training, career growth, and professional development for all employees.

We are looking for someone who is skilled at providing IT support to our internal stakeholders. The ideal candidate will have strong multitasking and organizational skills, along with a user-friendly, empathetic approach to technical support. You should enjoy helping others and have a passion for resolving technical challenges with a collaborative and inclusive mindset.

We encourage applicants from diverse backgrounds who thrive both independently and as part of a team. If you are a proactive, self-starting individual with a desire to grow your technical expertise, we’d love to hear from you. 

What You’ll Be Working On

• Provide support for Mac and Windows systems, mobile devices, networking equipment, and offer application support to employees.
• Troubleshoot software, hardware, network, printer, or video conferencing issues for both in-office and remote staff.
• Utilize IT Ops systems such as Microsoft Active Directory, Azure AD, Office 365, Google Workspaces, Zoom, and Slack.
• Take ownership of all incidents and requests, collaborating with other teams when needed.
• Support our Azure Virtual Desktop environment for remote users.
• Assist with onboarding and offboarding tasks, including IT equipment preparation and account provisioning.
• Maintain IT equipment inventory for the local office.
• Provide technical education and training for end users, promoting knowledge-sharing within the organization.
• Ensure adherence to IT Ops policies related to security, compliance, and hardware lifecycle.
• Write and update IT documentation with the end user in mind.
• Contribute to long-term IT Ops projects.

We’d love to hear from people with

• 2+ years of hands-on experience in the responsibilities listed above.
• Undergraduate degree in a relevant technical field, or equivalent practical experience.
• Fluency in English, both oral and written.
• Strong communication skills with the ability to work effectively with both technical and non-technical individuals.
• A detail-oriented, problem-solving mindset focused on delivering a positive user experience.
• Willingness to work independently and as part of a team, demonstrating initiative in solving technical problems.
• Familiarity with ITSM platforms such as Zendesk or ServiceNow, and understanding of ITIL processes.
• Knowledge of fundamental networking and distributed computing concepts, with the ability to configure DHCP, DNS, and manage user and group permissions.
• Certifications such as Microsoft, ITIL, Cisco, or Zendesk are a plus but not required.

This opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 3 days per week.

Please apply using an English version of your resume/CV.

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