IT Help Desk

hace 2 semanas

Orotina, Costa Rica HumanSoft A tiempo completo

This position requires working _
from the office_
in Tres Ríos Monday-Friday from 8am-5pm (USA Pacific Time) and being on an after-hours on call rotation.
- *The after hours on call rotation is paid extra a day for just being on call and 1 and 1/2 times pay for any actual work done while on call. On call rotation does not start until 6-9 months after start date depending on ramp up time._
-
Needed:_
Fully fluency in English (B2+ to C1) and cultured in the American culture customers.

GENERAL SUMMARY:

Essential Duties and Responsibilities:

  • IT Support of disaster recovery solutions including backups, backup verifications, and file restorations.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, wireless AP's, and security
  • Basic remote access solution implementation and support: VPN, Remote Gateways, Terminal Services, and Citrix
  • Monitor RMM system alerts and notifications, and respond accordingly through service tickets
  • System documentation creation, maintenance, and review
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • Maintain a high level of customer service, perception, and satisfaction
  • Fast response and resolution of customer requests
  • Ability to work in a team environment and communicate effectively
  • Continued IT training through a training plan and obtaining IT certifications is required

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must possess excellent organization and time management
  • Interpersonal skills: such as telephone etiquette skills, communication skills, active listening, and customercare
  • Diagnosis skills of technical issues
  • Ability to multitask and adapt to changes quickly
  • Selfmotivated with the ability to work in a fastmoving environment
  • Proficient in the following areas: Windows Operating Systems, Backup System, Anti-Virus Software, Microsoft Office, Office 365, Google Suite
  • CompTIA A+ certification is preferred.
**Additional benefits are offered.

**The company is based in the USA (California) and has operations in Costa Rica, located in Tres Ríos.

About the company:

Metro Networks provides outsourced IT Services for small to medium-size businesses.

These services include remote monitoring and maintenance, patch management, onsite IT support, remote IT support, backup administration, NOC services, network security, and IT consulting.


Metro Networks is also a licensed low voltage contractor providing our customers with structural cabling services such as copper cabling and fiber optics.

Our low voltage and IT teams work together to provide customers with network design, surveillance camera solutions, access door control systems, and enterprise wireless solutions.


Job Types:
Full-time, Permanent

Language:

  • English (required)
Expected Start Date: 30/01/2023

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