IT Support Specialist
hace 4 semanas
At Smith+Nephew, we're committed to designing and manufacturing technology that empowers individuals to live life to the fullest. As an IT Customer Services Agent, you'll play a vital role in ensuring the seamless operation of our desktop hardware and software resources.
Key Responsibilities- Support and troubleshoot desktop hardware and software issues to ensure maximum uptime and efficient response times.
- Communicate effectively with users via phone, chat, and web, gathering essential information to resolve incidents and requests.
- Diagnose and resolve complex issues, escalating as necessary to maintain high-quality service delivery.
- Contribute to and improve our Knowledge Base to enhance user experience and support efficiency.
- Act as a single point of contact for users, managing contacts and escalating tasks to the 2nd line and other resolving teams when required.
- High school degree or technical school diploma.
- Ongoing education in IT-related fields is essential.
- Professional certifications in Microsoft, CISCO, and Nortel are a plus.
- At least one year of experience in IT desktop support or a similar role in Windows Server environments or call centers.
- Fluent spoken and written English.
- Monday to Friday, 8:00 am - 5:00 pm Costa Rica Time.
- Occasional Saturday and Sunday shifts, 9:30 am - 6:30 pm Costa Rica Time.
- Stock purchase program, referral bonus, and other benefits.
- Flexible work-life balance, including extra days off, birthday off, and voluntary hours.
- Comprehensive wellbeing programs, including company doctor, medical insurance, gym, and health campaigns.
- Hybrid work model and flexible schedules.
- Training program and unlimited learning opportunities.
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