Tech Help Engineer

hace 4 semanas

San José, Costa Rica Travelopia A tiempo completo

**About The Role**

We pride ourselves on being travel experts. Leading the way when it comes to providing unique travel experiences, our brands offer the world’s best polar expeditions, wildlife safaris, cultural tours, yachting adventures and more.

Our ambition is to build the world’s leading experiential travel company. With over 2000 colleagues across 30 countries worldwide, we are working together to achieve this by sharing our knowledge, expertise and best practices to stay at the forefront of the travel industry.

**What you will be doing**:

- Being responsible for the technical issues by gathering all relevant information and recording the detail in the Service management system.
- Investigation and resolve first-line issues.
- Request fulfilment - action and complete user access requests (Starters - account creations, Leavers - account removals/disablements and Access amendments).
- Escalate more technical issues to the support teams.
- Escalation of priority incidents as part of the incident management process.
- Major Incident Management - notification and communication to the technical teams and the business areas to investigate and resolve the issues reported.
- Deskside support, build corporate-specific laptops following standard security and best practice procedures and provide a provisioning and de-provisioning service to our end-user compute colleagues.
- Ability to be on call and function in USA business hours.

**What we are looking for**:
**Technical Expertise**
- Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
- Strong Troubleshooting/Customer services skills to promptly respond to tickets and questions.
- Install, configure, and troubleshoot hardware and software on end-user devices.
- Good ability to document processes and the ability to departmentalise problems.
- Experience in user access management and responsibilities.
- Owning up to tasks and customer issues and keeping calm while resolving customer issues.
- Active Directory, Office 365 Admin Centres, and G-Suite administration.
- Provide end-user support for mobile devices across multiple platforms (Android/iOS).
- Maintains confidentiality regarding the information being processed, stored, or accessed on the network.
- Experience and knowledge of troubleshooting various operating systems, including Windows, macOS, Linux, iOS, and Android.
- Knowledge of basic networking (TCP/IP, DNS, DHCP).
- Knowledge of Teams, Slack, SharePoint, OneDrive, Office 365 Applications,
- Knowledge of basic troubleshooting in issues related to malware, viruses, phishing, and other security threats.

**Communication**
- Open/Honest and good work ethic
- Problem-solving proficiency
- Critical thinker and an Organizer
- Collaborate with teams and be positive-minded

**Working with us**:

- Competitive Salary and Bonus
- Wider scope for learning, working with global teams
- Career progression and advancement opportunities

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can thrive. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias, building an inclusive culture, and accepting diversity in all its dimensions.

LI-HYBRID #LI-AC1

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