Technical Support Specialist

hace 7 días


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

Job Summary

This role is responsible for delivering top-notch technical support to end-users, ensuring minimal downtime and maximum productivity. As a key member of the team, you will provide first- and second-level support in response to service desk incidents and requests from onsite and remote office clients.

Key Responsibilities

  • Accept travel requests for on-site configuration and support in satellite or regional offices
  • Assist the Regional Technology Director (RTD) and local IT Manager in educating end users about desktop policies and in enforcement
  • Evaluate business software and hardware needs of clients and provide informed recommendations to client and RTD that comply with firmwide standards
  • Triage service desk incident queues to ensure quick incident assignment; Prioritize incidents to optimize all available resources
  • Ensure that all critical incidents are responded to immediately during business hours and reasonably after hours; Escalate tickets as necessary to RTD requesting non-standard software or hardware

Requirements

  • Minimum 3 years of experience prior IT technical support and customer service experience, preferred background in the architecture or engineering industry
  • Associates Degree in Technology, Engineering, Computer Science, or technical trade school
  • A+ Certification in desktop support or willingness to achieve certification within the first year
  • Extensive knowledge of Windows 10, Microsoft O365 cloud services
  • 100% bilingual English/Spanish, well written with excellent verbal communication skills


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