Technical Support Agent L1

hace 2 semanas


San José, San José, Costa Rica CRG Solutions A tiempo completo

de puesto de trabajo:

El Ingeniero Soporte Nível 1 (L1_)_
se encarga de revisar y resolver incidencias que presentan los clientes. Este experto desempeña un rol front-end y tiene experiência con servidores, redes y tecnologías de la información.**Este profesional opera, monitorea y soluciona las incidencias de los sistemas de redes y provee soporte para resolver problemas relacionados con la red de infraestructura. Tendrá que reunir toda la información relativa a los problemas, determinar exactamente qué es lo que ocurre y definir cuál es la causa que lo produce.


El ingeniero de soporte L1 identifica errores o brechas en la instalación de una red, analiza los problemas y trabaja en la solución de estos.

Además, apoya Network Operations Center (NOC) y para manejar las incidencias que se presenten con las redes y funcionando como punto de escalación para incidencias no resueltas.

A su vez, se encarga de involucrar níveles superiores en caso de no encontrar solución para los problemas.

Funciones y responsabilidades:

  • Gestionar las operaciones de TI y equipamiento de redes como routers, switches, firewalls y puntos de acceso
  • Proveer soporte para resolver los problemas relacionados con la infraestructura de la red
  • Funcionar como punto de escalación para incidentes no resueltos por el NOC
  • Escalar incidentes a níveles superiores en caso de no encontrar solución dentro de los márgenes de los níveles de servicio
  • Configurar, implementar y dar soporte a todos los componentes de redes
  • Gestionar y administrar aplicaciones en diferentes momentos del ciclo de vida
  • Gestionar proveedores de tecnología que implementan soluciones
  • Gestionar, completar, verificar y restaurar respaldos
  • Gestionar la disponibilidad y capacidad de la plataforma
  • Gestionar requerimientos, problemas, incidencias y entornos de datos
  • Escribir y mantener actualizada la documentación técnica del entorno de redes
  • Cumplir con los Acuerdos de Nível de Servicio para la resolución y/o escalación de casos

Perfil de la persona:
(Aspectos destacables)

Formación reglada:

  • Bachillerato en Educación Diversificada
  • Bachillerato en Ingeniería en sistemas o similar deseable

Formación No reglada / Complementaria:

  • Módulos de Certificación CCNA Completos, Certificación en CCNA deseable.
  • Conocimiento en herramientas de monitoreo como Solarwinds y Nagios
  • Conocimientos avanzados en herramientas de ITSM como BMS, OTRS, Fresh Service entre otros
  • Certificación de ITIL deseable
  • Nível avanzado de inglés

Experiência:

  • Experiência en el uso de herramientas de ITSM
  • Capacidad de trabajo bajo presión
  • Experiência en gestión de alertas en Network Operations Center
  • Amplia experiência en Cisco IOS, gestión y monitoreo de redes
  • Conocimientos de topología, cableado y clasificación de redes
  • Nociones básicas de seguridad de la información y tecnologías de servidores Windows
  • Comprensión de principios de computación en la nube

Otros:

  • Disponibilidad para trabajar fines de semana

  • Service Desk L1 Support

    hace 2 semanas


    San José, San José, Costa Rica DXC Technology A tiempo completo

    _ Job Description:_ Provides level 1 technical support to users for moderately complex computerrelated technical problems. Troubleshooting Hardware / Networking/ Operating systems/Applications and other related technical queries/issues. Logs and tracks inquiries using an incident management database and maintains history records and related incident...

  • Product Support Engineer

    hace 2 semanas


    San José, San José, Costa Rica Travelopia A tiempo completo

    Product Support Engineer:Travelopia is headquartered in the UK and is one of the world's leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailormade luxury holidays, yacht, and river boat charter holidays, educational and sporting based school...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica ClearSource A tiempo completo

    Why ClearSource?ClearSource is a people-driven company focused on delivering exceptional customer experiences every day We truly believe in our Core Values - Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource's DNA and make us a great company to work for. We support all our people in helping them...


  • San José, San José, Costa Rica Splunk Inc A tiempo completo

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With a team of over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization focuses on shaping Microsoft's end-to-end customer experience, from strategy to implementation.Join us at CE&S and be part of creating a future where customers choose us not just for our top-notch products and services, but also for the exceptional...

  • Datastage Batch Support

    hace 2 semanas


    San José, San José, Costa Rica DXC Technology A tiempo completo

    Responsibilities:Provide primary production support for ETL jobs, Batch monitoring, and Processing jobs within EDW environment.Articulate and communicate the issue, and solution details well with the Customers and Business Users.Demonstrate knowledge on DataStage 11.7.1/11.5 and Relational Databases (Oracle/SQL).Possess knowledge of UNIX/Linux platforms &...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services,...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    OverviewWith a team of over 18,000 employees globally, the Microsoft Customer Experience & Success (CE&S) group is dedicated to shaping Microsoft's overall customer experience. Join CE&S and be part of creating a future where customers choose us not only for our top-notch products and services, but also for the exceptional and interconnected customer...


  • San José, San José, Costa Rica TD SYNNEX A tiempo completo

    Job DescriptionThe Technical Support Technician role involves managing OEM equipment repair and providing 24x7 technical support for client enterprise servers and network infrastructure.The responsibilities include consulting with on-site technicians and customers to troubleshoot and resolve complex issues, optimize system performance, and proactively...


  • San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica TD SYNNEX A tiempo completo

    Job Summary:The Technical Support Technician is responsible for OEM equipment repair; this includes 24x7 technical support of client enterprise server and network infrastructure.This position includes consulting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and...