IT Support Specialist

hace 1 mes


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

In a fast-paced help desk environment, you will serve as the primary point of contact for end users, providing timely and effective support to resolve their technical issues.

**Key Responsibilities:**

Answering phone calls and responding to service requests in a professional and courteous manner
- Processing and resolving incidents and service requests in a timely and efficient manner
- Providing first-line investigation and diagnosis of technical issues
- Escalating complex issues to senior technicians or other support teams as needed
- Monitoring the service desk system for assigned tickets and prioritizing tasks accordingly
- Collaborating with internal stakeholders to resolve technical issues and improve overall service delivery
- Performing system administration tasks, including granting shared drive access, network account creation, and telecom administration
- Maintaining accurate records of incidents and service requests, including categorization, prioritization, and closure
- Providing coaching and training to junior technicians as needed
- Staying up-to-date with the latest technologies and industry trends to improve technical skills and knowledge

**Requirements:**

H.S. Diploma or equivalent, with 2 years of previous experience in a help desk or technical support role
- Associate's Degree or equivalent in a technical field, or relevant certification
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
- Familiarity with help desk software and systems, including ticketing and incident management tools
- Ability to work in a fast-paced environment, with multiple priorities and deadlines
- Strong attention to detail, with the ability to maintain accurate records and reports
- Ability to work collaboratively as part of a team, with a customer-focused approach

**About Edwards Lifesciences:**

Edwards Lifesciences is a global leader in patient-focused medical innovations for structural heart disease and critical care monitoring. We are committed to improving patient outcomes and enhancing lives through our innovative products and services.


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