We are looking for talented technical support
Requirements
First Point of Contact for Technical Assistance
Provide initial support to end-users experiencing issues with desktop and laptop hardware and software, as well as network-related problems.
Assist with issues related to mobile devices and other peripherals.
Troubleshooting on Windows and Mac OS Platforms
Diagnose and resolve issues on Windows and Mac OS operating systems, as well as on mobile devices running iOS and Android.
Hardware and Software Configuration and Adjustment
Configure and adjust desktops, laptops, hardware, software, printers, mobile phones, and peripherals according to end-user needs.
Application Installation Guidance
Provide detailed instructions for application installation, ensuring users complete the process successfully.
Incident Documentation and Logging
Document and log incidents and service requests in the internal ticket management system, including their respective resolutions.
Escalation of Unresolved Issues
Escalate complex or unresolved issues to higher-level support staff.
Creation of Technical Documentation
Assist in creating technical documentation and manuals (knowledge base - KB) for recurring or known issues.
Imaging and Deployment of Equipment
Create images and deploy laptops, desktops, and tablets to end-users, ensuring their proper functioning.
Asset Management
Oversee hardware stock levels, track assets, and manage their receipt, preparation, and shipping.
Office Move Coordination
Plan and coordinate office moves, ensuring that technological equipment and devices are relocated properly.
Specialized Support for VIPs (White Glove Support)
Provide specialized support for VIP users, ensuring quick issue resolution, proactive device monitoring, and health checks.
Offer personalized training on new tools and applications for executives and provide exclusive onboarding processes.
Requirements:
In-depth and current knowledge of computer programs and hardware.
Proficiency in customer relationship management (CRM) and task management software.
Exceptional analytical and problem-solving skills.
Advanced collaboration, communication, and interpersonal skills.
Excellent organizational and time management skills.
Advanced English
Requirements:
Location: Parque Empresarial Forum 2, Santa Ana, San Jose, Costa Rica
Work Model: On Site
Experience: 2 or 3 years
Academic Background: Computer Systems Engineering, or related field.
English Level: Advanced, Mandatory
work schedule: 8 am to 5pm
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