Technical Support Technician Information Technology

hace 5 meses

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. An L2 technician uses experience and technical knowledge to analyses 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. An L2 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%)
- L2 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. L2's also work directly with field engineers at the customers premises and provide technical guidance to restore service. (5%)
- L2 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. An L2 technician support field engineers remotely and may also travel to the customer promises to help the field engineer resolve difficult technologies or system configurations. (5%)
- L2 technicians participate in an on-call 24x7x365 rota providing technical support globally. (5%)
- Staying current with new technologies and OEM systems is critical, L2 are responsible to 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**:

- 3 to 5 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 your country to best accommodate your lifestyle.
- ** Grow Your Career

  • Technical Support Technician

    hace 5 meses

    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 5 meses

    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...

  • Desktop Support Technician

    hace 4 semanas

    San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    About the RoleBill Gosling Outsourcing is seeking a skilled Desktop Support Technician to join our team. As a Desktop Support Technician, you will be responsible for providing technical support to end-users within our business, ensuring the smooth operation of our systems and alignment with business goals.Key ResponsibilitiesAssist the Helpdesk Support team...

  • Information and Technology Specialist

    hace 2 días

    San José, San José, Costa Rica ATSG Corporation A tiempo completo

    About the RoleWe are seeking a skilled Information and Technology Specialist to join our team at ATSG Corporation. As a member of our team, you will play a key role in supporting our clients with their information technology needs in Central America.Key ResponsibilitiesProvide technical support and assistance to clients in Central America.Conduct training...

  • Technical Support Specialist

    hace 6 días

    San José, San José, Costa Rica Western Union A tiempo completo

    Role Summary:As a Technical Support Technician at Western Union, you will be responsible for providing exceptional support to employees worldwide, troubleshooting technical issues, and escalating complex problems to higher-level teams. Main Responsibilities:• Troubleshoot technical incidents and service requests using diagnostic techniques and...

  • Technical Support Technician- Linux

    hace 4 meses

    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...

  • User Support Technician

    hace 4 semanas

    San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    At Bill Gosling Outsourcing, we prioritize the professional growth of our team members. If you are seeking to join a dynamic organization with state-of-the-art facilities and a collaborative atmosphere, we encourage you to explore this opportunity. We are expanding and have exciting roles available – Join our team! Bill Gosling Outsourcing is...

  • Information Technology Auditor

    hace 5 meses

    San José, Costa Rica INTEL A tiempo completo

    Intel - A chance to work at the leading edge of technology. You know that we are a silicon technology company, but you may not know about the breadth of our innovation. We are expanding the boundaries in Data Centers, AI, Automated Vehicles, Memory, Software and much, much more. We want you to dream big and help us take on some of the biggest technical...

  • Technical Support Specialist

    hace 5 días

    San Francisco, Heredia, Costa Rica Nttdata A tiempo completo

    **Job Title:** Desktop Support TechnicianNTT DATA Services is a global leader in IT and business services, including cloud, data, and applications. We help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems...

  • Desktop Support Technician

    hace 5 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...

  • Technical Support Analyst

    hace 4 semanas

    San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    At Bill Gosling Outsourcing, we prioritize the professional growth of our employees. If you are looking to be part of a dynamic team in a modern work environment, we encourage you to explore this opportunity. We are expanding and have exciting roles available – Join our team! Bill Gosling Outsourcing is currently seeking a Desktop Support...

  • Technical Support Specialist

    hace 23 horas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job SummaryExperian is seeking a skilled Senior Help Desk Technician to join our team. As a key member of our Technical Support Center, you will provide high-quality support to our clients and internal teams.Key ResponsibilitiesDiagnose and resolve complex technical issues related to products and services.Provide timely and effective support via phone,...

  • Technical Support Specialist

    hace 3 días

    San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    **COMPANY OVERVIEW**At Bill Gosling Outsourcing, we strive to create a fun, diverse, and engaging workplace that promotes both personal and professional growth.**POSITION SUMMARY**This Desktop Support Technician position is responsible for providing technical support to end users within our business for their basic information technology related needs in...

  • Data Center Technician

    hace 1 semana

    San José, San José, Costa Rica Object Technology Solution A tiempo completo

    **Job Information**:**OTSI Job Opening****About the Role**:Object Technology Solution is seeking a skilled Data Center Technician to join our team. As a Data Center Technician, you will be responsible for installing and configuring servers, network equipment, and storage devices. You will also be involved in data center operations, including racking...

  • L1 Operations Support Technician

    hace 5 meses

    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...

  • Technical Support Specialist

    hace 2 días

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

    About the RoleWe are seeking a highly skilled Technical Support Engineer to join our Microsoft Intune Support team. As a Technical Support Engineer, you will be responsible for owning, troubleshooting, and resolving customer technical issues. This is an excellent opportunity to accelerate your career growth by honing your problem-solving, collaboration, and...

  • Information Technology Risk and Controls Auditor

    hace 1 semana

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

    Job SummaryWe are seeking a highly motivated technology risk and controls audit professional to join our team at Intel. As an IT Audit and Compliance Expert, you will be responsible for evaluating various IT systems and enterprise processes to provide assurance on their design and operating effectiveness.Key Responsibilities:Support the audit team on risk...

  • Desktop Support Specialist

    hace 1 mes

    San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Job Title: Desktop Support TechnicianAbout the Role:We are seeking a highly skilled and motivated Desktop Support Technician to join our team at Bill Gosling Outsourcing. As a Desktop Support Technician, you will be responsible for providing technical support to our end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of...

  • Senior Technical Support Specialist

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job Title: Senior Help Desk TechnicianJob Summary:We are seeking a highly skilled and experienced Senior Help Desk Technician to join our team at Experian. As a key member of our Technical Support Center, you will be responsible for providing exceptional technical support to our clients and internal stakeholders.Key Responsibilities:Diagnose and resolve...

  • Technical Support Specialist

    hace 2 semanas

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

    OverviewAt Microsoft, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Technical Support Engineer, you'll play a critical role in helping us achieve this goal by providing top-notch technical support to our customers.ResponsibilitiesReview and resolve complex technical issues, collaborating with...