Desktop Support L1

**Desktop Support L1**

**Minimum Experience 1-3 Years of Field Services Technician**

**As an Onsite Support Technician, experience in service delivery and End user hardware and software Configuration troubleshooting providing quality services to the end users which includes the following key roles and responsibilities, but not limited to**:
**Provide customer facing end-user support that includes**:

- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g.
Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide Hand and Feet support for network data and voice devices

**Job Types**: Full-time, Contract

**Salary**: ¢800,000.00 - ¢900,000.00 per month

Ability to commute/relocate:

- Cartago, Provincia de Cartago: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Desktop support: 1 year (preferred)
- Active Directory: 1 year (preferred)
- Ticketing: 1 year (preferred)