Agente de Service Desk

hace 5 meses

San José, Costa Rica STT Group A tiempo completo

**Descripción del puesto**:
**Responsabilidades**
- Proporcionar el contacto de primer nível y soluciones a problemas técnicos de los usuarios.
- Hacer un seguimiento, encaminar y redirigir problemas a los recursos adecuados.
- Guiar a los usuarios en el proceso de resolución del problema.
- Excelentes capacidades de atención al cliente.
- Garantizar el adecuado registro, documentación y cierre del caso.
- Recomendar modificaciones y mejoras de procesos.

**Funciones**
- Resolver el 95% de los tickets relacionados con atención de usuarios mes a mes. Mantener el 100% de los tickets asignados dentro del SLA del cliente, sin tomar en cuenta los casos en los que se tenga una justificación debida sobre el incumplimiento.
- Reparación y mantenimiento correctivo/preventivo de equipos de cómputo.
- Ensamblar y desensamblar computadoras de escritorio, portátiles.
- Administrar Active Directory en temas de desbloqueos, creación, modificación y eliminación de usuarios, servicios de DHCP, Unidades de red almacenamiento, además temas de reportería.
- Administración consola de Office 365, en la cual todas las semanas se garantice que todas las cuentas de usuarios se encuentren actualizadas con todos los parámetros de los indicadores a nível regional con su respectivo MFA activado, adicional mantener la consola en orden con las modificaciones, altas y bajas de usuarios, así como grupos de correo.
- Administración plataforma Fortinet en el módulo de FortiAuthenticator, altas y bajas de usuarios, MFA y creación de los grupos locales y de dominio.
- Instalación de Sistemas Operativos Windows/Ubuntu/Apple/Linux.
- Configuración de equipos de cómputo y tablets para usuarios finales.
- Manejo, monitoreo e informes de plataforma de Seguridad Trend Micro Apex Central.
- Soporte a las centrales telefónicas Digitales y VOIP de Tigo, adicional a sus respectivas terminales (Audara, Siemens, Avaya, Dream PBX, GrandStream).
- Administración y soporte a la app de ventas y app de coordinación visitas técnicas instalado en dispositivos Android.
- Administración servidor recursos compartidos.
- Configuración y soporte de aplicaciones tipo cliente (S1GA, EBS, Evolution, Syshelp, Tservice, Workday, PowerBI, SQL, Service Now).
- Configurar redes lógicas y físicas LAN, para sistemas operativos de tipo cliente servidor.
- Administración Switches y AP de la red interna en Sabana, Fórum y Oficinas.
- Soporte avanzado a salas de videoconferencias.
- Soporte a todas las impresoras de la compañía Tigo (Ricoh, HP, Epson, Canon).
- Control de inventario y reportería de equipos de cómputo en las plataformas Snow, TrendMicro, System Center y Desktop Central y AD Manager Plus
- Instalar, configurar todo tipo de tarjetas y periféricos de computadoras, como también programas de aplicación.
- Administración y control de celulares/SIM para los colaboradores internos.
- Soporte y conocimiento en plataforma AWS en servicios implementados a aplicaciones de desarrollo.
- Atención presencial y remota de usuarios internos para soporte de incidencias.
- Administración visitas centro de experiência a nível nacional, esto con el fin de mantener las oficinas actualizadas y en constante mantenimiento correctivo y preventivo de forma periódica con los equipos informáticos.

**Requisitos**:
**Requisitos**
- Experiência laboral demostrable en proporcionar soporte técnico.
- Deseable ingles.
- Conocimientos prácticos de software de soporte, bases de datos y control remoto
- Avanzadas capacidades para solucionar problemas y para realizar varias tareas a la vez
- Orientación a la atención al cliente.
- Estudios en Instituto, Colegio Técnico, Universidad en informática, Tecnología de la Información o carrera a fin.
- Licencia de conducir tipo B1 (este punto aplica para el encargado de las visitas a las oficinas de los centros de experiência de Tigo).
- Horario: de lunes a viernes de 8:00 am a 5:00 pm
- Salario: 600.000,00 CRC
- Pago de celular: 20.000,00 CRC
- Disponibilidad: 78.000,00 CRC

**Detalles**:
**Nível mínimo de educación**: Tecnicatura/técnico

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