Technical Support Technician

hace 2 semanas

San José, San José, Costa Rica TD SYNNEX A tiempo completo
Job Description

The 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 identify potential hardware problems.

Key Responsibilities
  • Review and analyze OEM system logs and research system configurations and network technologies to identify security breaches and component failures. Use experience and technical knowledge to interpret log data and utilize log processing tools. (20%)
  • Maintain accurate records of incident transactions to facilitate service restoration and ensure operational efficiency. Track IT equipment and system efficiency data for workload forecasting and resource management. (10%)
  • Demonstrate effective troubleshooting techniques to expedite service restoration by creating technical plans for repair execution. Provide remote guidance to field engineers on implementing repairs and restoring service. (20%)
  • Communicate timely service updates and address customer questions and concerns clearly. (10%)
  • Offer professional support to internal and external customers on various technical issues. (15%)
  • Adhere to IT escalation procedures to enhance operational efficiencies, collaborating across technical teams and management through the ticketing system. Escalate tickets between L2 and L3 based on complexity and service level agreements. (5%)
  • Collaborate with service management teams to respond to service requests, work with sales on customer entitlements, and assist field engineers in restoring service. (5%)
  • Manage system failures and incidents to meet service level agreements, notify management of risks, and update customers on service restoration progress. Support field engineers remotely and on-site when necessary. (5%)
  • Participate in 24x7x365 on-call rotation to provide global technical support. (5%)
  • Stay updated with new technologies and OEM systems by attending training sessions and obtaining product certifications as per service contracts. (5%)
Additional Responsibilities
  • Perform any additional duties as assigned
  • Maintain attendance and punctuality standards
Required Skills
  • Attention to detail and efficiency
  • Clear communication skills in English and Spanish
  • Ability to conduct presentations
  • Strong organizational and time management skills
  • Capability to work under pressure and deliver results
  • Maintain confidentiality
  • Build effective relationships
  • Quickly adapt to new systems and technologies
  • Advanced computer application knowledge
Education and Experience
  • High School Diploma/GED required
  • Technical certification in Computer or Network field required
  • 3+ years of relevant work experience
Preferred Qualifications
  • Associate Degree in Computer or Electrical Engineering preferred
  • Certifications in Computer Science, Network, and Server preferred
Working Environment
  • Professional setting
  • Occasional non-standard work hours or overtime may be required

Benefits:

  • Elective Benefits: Tailored programs for your lifestyle
  • Growth Opportunities: Formal leadership and professional development programs
  • Personal Well-Being Support: Financial, physical, and mental well-being initiatives
  • Diversity, Equity & Inclusion: Emphasizing global diversity and inclusive growth
  • Network Building: Connect with colleagues through onboarding and community events
  • Community Engagement: Participate in inclusive communities and social initiatives

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