Managed Monitoring Services L2 Engineer

hace 2 semanas


Heredia, Costa Rica Hewlett Packard A tiempo completo

**Job Summary**
- This role is responsible for effectively resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.

**Responsibilities**
- Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.

Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.
- Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution.
- Determine the best solution based on the issue and details provided by customers.
- Perform remote troubleshooting, including reading and understanding logs and diagnostics.
- Escalate issues to the appropriate team when necessary.
- Document identified issues, solutions, and troubleshooting steps for future reference.
- Contribute to the continuous improvement of support processes and knowledge base.
- Provide excellent customer service and ensure customer satisfaction.
- Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
- Supports internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
- Exhibits excellent communication skills and integrates case resolutions into the Knowledge Management System (KMS).
- Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.
- Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
- Represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
- Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

**Education & Experience** Recommended**
- Bachelor's degree in computer science, Computer Engineering, or a related field.
- Typically has 4-5 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
- Proven experience in successfully resolving complex technical issues.
- Demonstrated ability to analyze problems, identify root causes, and implement effective solutions.
- Ability to work independently and as part of a team.
**Preferred Certifications**
- ITIL Certifications
- Nexthink/1E/ Techpulse relatyed work experience & certifications are desired**Knowledge & Skills**
- Amazon Web Services
- Automation
- Computer Science
- Customer Relationship Management
- Customer Support
- Debugging
- Java (Programming Language)
- Linux
- Operating Systems
- Product Support
- Python (Programming Language)
- Root Cause Analysis
- Scripting
- Software As A Service (SaaS)
- SQL (Programming Language)
- TCP/IP
- Technical Services
- Technical Support
- Unix
- Workflow Management

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

**Complexity**
- Responds to moderately complex issues within established guidelines.

**Disclaimer


  • Managed Services

    hace 2 semanas


    Heredia, Costa Rica Hakkoda A tiempo completo

    **ABOUT HAKKODA** Hakkoda is a modern data consultancy that empowers data driven organizations to realize the full value of the Snowflake Data Cloud. We provide consulting and managed services in data architecture, data engineering, analytics and data science. We are renowned for bringing our clients deep expertise, being easy to work with, and being an...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Job scope/summary**: This role is responsible for developing support strategies for product families and facilitating the implementation of product, service or solution portfolio lifecycle management. The role collaborates with regional and global teams on service planning and execution, fosters cross-functional collaboration, and acts as a liaison between...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    To support HP Managed Monitoring Services, we are looking for an experienced Data Analyst who can perform advanced data analysis to support HP strategic accounts and provide ongoing value to HP customers in different areas of operations. The role focuses on working with Technical Service Delivery Managers (TDM) and automation engineers to analyze and...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Technical Delivery Manager** **Responsibilities** - Act as a single point of contact for the customer for all managed service elements in scope - Participate in the customer’s steering group meetings. - Advise on and be part of the customer’s governance for HP. - Gather customers’ requirements, analyze them, and provide feedback. - Effectively...

  • L2 Voice Engineer

    hace 4 semanas


    Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    Job Summary This position is responsible for advanced troubleshooting of the client voice network. Some of the unique challenges this position will face include identifying and resolving network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **Automation Enterprise Support L2 (Remote)** **Heredia, Costa Rica** SGF Global is looking for a Automation Enterprise Support L2, for IT enterprise in Heredia, Costa Rica. **Overview**: **Requirements**: - B.S./B.A. degree level, although relevant experience and strong track record is more important. - Linux Strong Knowledge. 1-2 years of experience. -...


  • Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for developing support strategies for product families and facilitating the implementation of product, service or solution portfolio lifecycle management. The role collaborates with regional and global teams on service planning and execution, fosters cross-functional collaboration, and acts as a liaison between...

  • Network Engineer

    hace 4 semanas


    Heredia, Costa Rica Eurofins A tiempo completo

    Job Description Job Summary: The Network Engineer (L2) is primarily responsible for the engineering, configuration, installation, maintenance, and upgrade of networks, routers, switches, firewalls, remote access systems, and network management systems. As part of an organization’s IT team, Network Engineers work closely with Business Analysts,...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **DNS/DHCP/InfoBlox Engineer (Remote)** **Heredia, Costa Rica** SGF Global is looking for a DNS/DHCP/InfoBlox Engineer, for IT enterprise in Heredia, Costa Rica. **Overview**: The Networking Professional will support the Incident Management process by providing technical expertise during DDI related incidents as well as technical issues affecting...

  • Data Engineer

    hace 4 semanas


    Heredia, Costa Rica NTT DATA Services A tiempo completo

    Req ID: 259584 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Data Engineer to join our team in Heredia, Heredia (CR-H), Costa Rica (CR).••Required skills and...

  • Data Engineer

    hace 1 mes


    Heredia, Costa Rica NTT DATA Services A tiempo completo

    Req ID: 259584  NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Data Engineer to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). ••Required...


  • Heredia, Costa Rica 360training A tiempo completo

    **Principal Engineer Security Services** The Principal Engineer Security Services will play a crucial role in ensuring the ongoing security and protection of our company's information assets. They will be responsible for designing, developing, and overseeing the implementation of cybersecurity solutions to safeguard our systems, networks, and data. The...

  • Data Engineer

    hace 1 mes


    Heredia, Costa Rica NTT DATA Services A tiempo completo

    Req ID: 269768  NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Data Engineer to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). Lead Data Engineer...


  • Heredia, Costa Rica Equifax A tiempo completo

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. The Process Monitoring Engineer will be responsible for supporting business efforts to identify critical processes, building metrics to measure...

  • System Engineer

    hace 4 semanas


    Heredia, Costa Rica Eurofins A tiempo completo

    Job Description We are looking for a Junior-Mid Systems Engineer to help us support, maintain, and troubleshoot our constantly evolving infrastructure. The team you will be part of is responsible for ensuring highest levels of availability, performance, and security for our business and internal stakeholders. Qualified systems engineers will have a...

  • DevOps Engineer

    hace 1 mes


    Heredia, Costa Rica Firmex A tiempo completo

    As our DevOps Engineer you will:Help build deployment pipelines with technologies like AWS SAM and CodeDeploy that enable teams to take their changes to production in a safe and reliable manner. Be the proactive voice of automation on your team by looking for opportunities to script manual actions.Perform production deployments and manage releases so your...

  • Junior Tac Engineer

    hace 7 días


    Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Junior TAC Engineer This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. Aruba is redefining the “IT...

  • DevOps Engineer

    hace 2 semanas


    Heredia, Costa Rica Firmex A tiempo completo

    Firmex is a global software-as-a-service provider. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance. It takes an impressive design, powered by an even more impressive tech stack and supported by...

  • Cloud Platform Engineer

    hace 3 semanas


    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Fixed Term Role Type: Hybrid Department: Information Technology & Systems Schedule: Full Time Shift: Day Shift **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to...

  • Systems Engineer

    hace 3 semanas


    Heredia, Costa Rica Moody's A tiempo completo

    Join the Workplace Services Desktop Engineering Team and you'll work at the highest systems level to provide expert advice and counsel to users, management and IT project teams for systems of the most complex nature (typically crossing function/location lines). Evaluate new technologies and develop departmental standard practices. Recognized as technical...