Technical Support Technician

hace 2 semanas

San José, Costa Rica TD SYNNEX A tiempo completo

**Overview**:
The technical support engineer 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 proactively identifying potential hardware issues.

**Essential Duties & Responsibilities Required**:

- Review OEM system logs and research system configurations and network topologies. System logs consist of multiple interactions across system hardware and software. Reviewing log data helps identify security breaches and component failure. A support technician uses experience and technical knowledge to analyze logs which also includes utilizing log processing tools. OEM system logs vary in complexity and deciphering this data can be complex. (20%)
- Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Technical data is used track IT equipotent and system efficiency. This data allows management to forecast workload and manage resources. (10%)
- Demonstrate strong troubleshooting techniques to expedite service restoration. OEM troubleshooting techniques follow a systematic approach to identify a problem and create a technical plan to execute a repair and resolve the problem. A support technician provides remote guidance to the field engineer on how to implement a repair and restore service. (20%)
- Provide timely service updates and communicate clearly when addressing customer questions and concerns. (10%)
- Provides courteous, professional support to both internal and external customers on a wide variety of technical issues. (15%)
- Alignment with IT escalation procedures are critical to improve operational efficiencies. This requires collaboration using our ticketing system across technical teams and management. OEM ticket escalation between L2 and L3 is based on complexity and adherence to service SLA's (5%)
- Support technicians collaborate with service management teams to determine how to respond to many different service requests. Working directly with sales on customer entitlement to replace faulty hardware. Interact directly with parts logics to ensure the correct part is identified and shipped to the customer. Support technicians also work directly with field engineers at the customers premises and provide technical guidance to restore service. (5%)
- Support technicians determine system failure and manage incidents to achieve agreed SLA's. This involves notifying management if service SLA's are at risk and keeping the customers updated on progress with service restoration. A support technician supports field engineers remotely and may also travel to the customer promises to help the field engineer resolve difficult technologies or system configurations. (5%)
- Support technicians participate in an on-call 24x7x365 rota providing technical support globally. (5%)
- Staying current with new technologies and OEM systems is critical, Support technicians are responsible for attending OEM system training and obtain product certifications as defined in service contracts. (5%)

Other Duties & Responsibilities:

- Additional duties as assigned
- Meets attendance and punctuality standards

**Qualifications**:
**Experience**:

- 1 to 2 Years of relevant work experience.

Education & Certifications:

- Associate Degree with Computer or Electrical Engineering Certification Field of Study preferred.
- Technical with Computer or Network Certificate field of study required.
- Other Education / Certifications: Computer Science or Network and Server Certifications

**Required Knowledge, Skills & Abilities**:

- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and Spanish.
- Able to create and conduct formal presentations.
- Able to interact effectively with all levels of management.
- Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to be immobile for long extended periods.
- Able to build solid, effective working relationships with others.
- Able to quickly learn new systems and technology.

**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to

  • Technical Support Technician

    hace 2 semanas

    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...

  • Technical Support Technician

    hace 4 semanas

    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...

  • Technical Support Technician

    hace 2 semanas

    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...

  • Technical Support Technician

    hace 2 semanas

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

    Overview:The technical support engineer 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...

  • Technical Support Technician

    hace 4 semanas

    San José, Costa Rica TD SYNNEX A tiempo completo

    Overview:The technical support engineer 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...

  • Technical Support Technician

    hace 2 semanas

    San José, San José, Costa Rica TDCR Tech Data Costa Rica A tiempo completo

    Overview: The technical support engineer 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...

  • Technical Support Technician

    hace 4 semanas

    San José, Costa Rica TD SYNNEX A tiempo completo

    Overview:The technical support engineer 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...

  • Technical Support Technician

    hace 4 semanas

    San José, Costa Rica TDCR Tech Data Costa Rica A tiempo completo

    Overview: The technical support engineer 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...

  • Technical Support Technician Information Technology

    hace 4 semanas

    San José, Costa Rica TD SYNNEX A tiempo completo

    **Overview**: The technical support engineer 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...

  • Technical Support Technician Information Technology

    hace 2 semanas

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

    Overview:The technical support engineer 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...

  • Desktop Support Technician

    hace 3 semanas

    San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! Bill Gosling Outsourcing is currently looking for a Desktop Support Technician to add to our Team.- We are still growing with new and exciting...

  • Desktop Support Technician

    hace 3 semanas

    San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! We are still growing with new and exciting opportunities - Be a part of our team! Bill Gosling Outsourcing is currently looking for a Desktop...

  • Customer Support Technician

    hace 3 semanas

    San José, Costa Rica ClearSource A tiempo completo

    Trade your job for a career at ClearSource! Have you always had a knack for taking things apart and putting them back together? Do you like the idea of helping people with their technical questions? Think of yourself as the key to helping people achieve their ultimate grilling experience. We at ClearSource, strive to find employees who put the customer...

  • L1 Operations Support Technician

    hace 3 semanas

    San José, Costa Rica INTEL A tiempo completo

    TD ATA Central Automation Operations team is looking for an Operations Support Technician. This individual will have the opportunity to learn a variety of technical and manufacturing skills, from operations to computing equipment repair and troubleshooting, in a demanding and challenging production environment. In this position you will be providing...

  • End User Support Technician

    hace 1 semana

    San José, Costa Rica Equifax A tiempo completo

    End User Support Technician, you will provide higher-level technical support to customers through in-person interaction five days a week in the office. You will assess the nature of the system or service issues and resolve technical or sophisticated support problems through use of independent judgment and advanced problem-solving skills. Additionally, you...

  • Tier 1 Support Technician

    hace 4 semanas

    San José, Costa Rica Nearlinx A tiempo completo

    We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail. **Key Responsibilities**: - Provide essential support to voice and data customers, ensuring prompt and effective service...

  • Desktop Support Technician

    hace 2 meses

    San Jose, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! We are still growing with new and exciting opportunities – Be a part of our team! Bill Gosling Outsourcing is currently looking for a...

  • Desktop Support Technician

    hace 4 semanas

    San Jose, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! We are still growing with new and exciting opportunities – Be a part of our team! Bill Gosling Outsourcing is currently looking for a...

  • IT Support Technician

    hace 1 mes

    San José, Costa Rica Now Digital Talent A tiempo completo

    We are looking for an experienced IT Support Technician in monitoring, network, security, VoIP and cloud solutions for our San Jose, CR office location. Job Responsibilities & DutiesMonitor IT infrastructure including network, VoIP, and security devices.Monitor cloud environment to support Microsoft Windows desktop and servers.Assist and support in IT ticket...

  • IT Support Technician

    hace 4 semanas

    San José, Costa Rica Now Digital Talent A tiempo completo

    We are looking for an experienced IT Support Technician in monitoring, network, security, VoIP and cloud solutions for our San Jose, CR office location. Job Responsibilities & DutiesMonitor IT infrastructure including network, VoIP, and security devices.Monitor cloud environment to support Microsoft Windows desktop and servers.Assist and support in IT ticket...