IT Service Desk Engineer

hace 2 días


San José, San José, Costa Rica Intel A tiempo completo
About the Role

We are seeking a highly skilled IT Service Desk Engineer to join our global operations team. As an IT Service Desk Engineer, you will play a critical role in ensuring the smooth operation of our services and supporting our customers worldwide.

Key Responsibilities:

  • Monitor and manage inbound alerts and ticket queues to ensure service targets and goals are met on a day-to-day basis.
  • Prepare and present team performance reports to senior management.
  • Collaborate with Level 1 and 3 groups to identify operational efficiencies and implement improvements.
  • Provide technical support, coaching, and training to agents on incident resolution.
  • Respond to escalations by working with stakeholders.
Requirements

To be successful in this role, you will need:

  • A Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field.
  • Intermediate to advanced English language skills.
  • At least 6 months of experience in service management processes and tools, including monitoring technologies and event management in complex IT environments.
  • Experience with applications, infrastructure interdependencies, basic Linux commands, and cloud services.
Preferred Qualifications

Experience with monitoring tools such as Big Panda, New Relic, Dynatrace, Grafana, Prometheus, and AlertManager is highly desirable.

Benefits

We offer a competitive salary package, including stock, bonuses, and benefit programs, which include health, retirement, and vacation benefits. Our hybrid work model allows employees to split their time between working on-site at their assigned Intel site and off-site.

Estimated Salary: $85,000 - $110,000 per annum.



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