Technical Support Technician

hace 7 días

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 proactively identifying potential hardware issues.

**Essential Duties & Responsibilities Required**:

- Review OEM system logs and research system configurations and network technologies.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 rote 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

**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.

**Minimum Educational/Experience Requirements**:

- High School Diploma/GED (Bachillerato en Educación Media) required.
- Technical with Computer or Network Certificate field of study required.
- 3+ years of relevant work experience.

**Additional Education/Previous Experience Recommendations**:

- Associate Degree with Computer or Electrical Engineering Certification Field of Study preferred.
- Computer Science or Network and Server Certifications pre

  • Technical Support Technician

    hace 2 semanas

    San José, Costa Rica Western Union A tiempo completo

    **Technical Support Technician - Santa Ana, Costa Rica**Are you confident in your ability to help and educate those with Computer and IT issues?Are you ready to be a part of a global team, working for a dynamic company in an attractive sector?Join Western Union as Technical Support Technician.**Motivated by our values: purpose driven, globally minded, and...

  • Technical Support Technician

    hace 5 días

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

    Technical Support Technician (Help Desk) - Santa Ana, Costa RicaDo you enjoy utilizing your technical knowledge to solve IT challenges and enable others to work effectively?Are you ambitious about joining a truly innovative, global organization?Join Western Union as a Technical Support Technician.Western Union powers your pursuit.As a Technical Support...

  • Technical Support Technician- Linux

    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...

  • 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...

  • Technical Support Technician

    hace 2 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 and...

  • Support Technician

    hace 2 días

    San José, San José, Costa Rica Johnson Controls A tiempo completo

    Support Technician - WD30138662041*****Goal**Provide customer support for the Navigator Platform for Application Engineering Division.**Essential Functions**- Perform online (TeamViewer) customer technical support as needed.- Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.- Aid in determining root...

  • Technical Support Professional

    hace 4 días

    San Francisco, Heredia, Costa Rica Global Services Business A tiempo completo

    About UsWe are a dynamic and innovative organization that strives to deliver exceptional results. Our team is dedicated to providing top-notch customer service and exceeding client expectations.Job DescriptionWe are seeking a highly skilled IT Support Technician to join our team. As an IT Support Technician, you will be responsible for providing technical...

  • 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 5 días

    San José, 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 startedBill 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 13 horas

    San Francisco, Heredia, Costa Rica Palo Alto Networks A tiempo completo

    Palo Alto Networks is a trailblazer in the cybersecurity industry, and we're looking for a skilled Desktop Support Technician to join our team.As a member of our IT Desktop Support Team, you will provide technical assistance to our employees, both locally and remotely. Your multitasking abilities and expert communication skills will be essential in following...

  • Technical Support

    hace 2 semanas

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

    Trade your job for a career at ClearSourceHave 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...

  • 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 Support...

  • Desktop Support Technician

    hace 2 semanas

    San José, 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 startedWe are still growing with new and exciting opportunities - Be a part of our teamBill Gosling Outsourcing is currently looking for a Desktop Support...

  • Financial Analyst Support Specialist

    hace 21 horas

    San José, San José, Costa Rica S&B Technical Products A tiempo completo

    Job Summary:We are seeking a highly skilled Financial Analyst Support Specialist to join our team at S&B Technical Products. As an Accounts Receivable Operations Coordinator, you will play a critical role in supporting our collection efforts for outstanding debts owed.Main Responsibilities:Support collection efforts for outstanding debts owed by proactively...

  • Technical Support Specialist

    hace 21 horas

    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    At Equifax, we are seeking a highly skilled Technical Support Specialist to join our team. The successful candidate will provide Level 1 and Level 2 end-user software and hardware support.The End User Support Analyst is responsible for identifying, diagnosing, and resolving level one issues in computer hardware and software in mainframe systems such as...

  • End User Support Technician

    hace 7 días

    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...

  • L1 Operations Support Technician

    hace 1 semana

    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 first-line...

  • Technical Support

    hace 2 días

    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...

  • Support Center Technician

    hace 4 semanas

    San José, Costa Rica L. L. Bean A tiempo completo

    We invite you to be part of our team of trailblazers dedicated to helping people discover and enjoy the outside. Come join us. Because on the inside we’re all outsiders. And if it’s outside, we’re all in. **Job Description**: This is a permanent position with a flexible schedule. May work on weekends as part of the 5 days shift Position Purpose:...

  • Computer Network and Systems Technician

    hace 1 día

    San Francisco, Heredia, Costa Rica Marriott Worldwide A tiempo completo

    **Job Summary**We are seeking a Computer Network and Systems Technician to join our team at Marriott Worldwide. As a Computer Network and Systems Technician, you will be responsible for installing, configuring, and maintaining computer networks and systems.Key Responsibilities:Installing, configuring, and maintaining computer networks and systemsProviding...