Technical Support Specialist

hace 4 semanas


Alajuela, Alajuela, Costa Rica 3M A tiempo completo

Job Summary

The Service Desk Support Analyst provides technical support to 3M employees, contractors, and vendors on Windows and iOS technical issues, inquiries, and business processes. This position requires technical and functional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teams from different businesses and countries.

Responsibilities

  • Answering incoming calls and providing technical assistance following established procedures and guidelines.
  • Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
  • Utilization of the Knowledge base, ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database.
  • Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions.
  • Flexibility to adapt to schedules within same shift or to a different shift in case required.

Requirements

  • Bachelor's degree in Information Technology and/or Information Systems or other IT related discipline.
  • Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio.
  • 90% proficient on English (Written and oral).
  • Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to a changing environment.
  • Excellent listening and communication skills, customer service and interpersonal skills.
  • Fast learning and well-developed analytical thinking and problem-solving skills.
  • At least 1 year of experience working on a technical support environment and at least 1 year of experience in working on a call center environment.

Preferred Qualifications

  • Proficient on Portuguese will be considered a plus.
  • Experience working with Avaya Call Center Solution.
  • Technical and/or functional knowledge of Lotus Notes.
  • Advanced technical knowledge in Office 365, One Drive, Active Directory.
  • In-depth knowledge on Apple/iOS devices.
  • Intermediate to advanced knowledge on Networking, Share Point and Remote connectivity, including VPN.
  • Excellent interpersonal, written and team collaboration skills.
  • Knowledge and/or certification on a Service Management framework such as ITIL.

About 3M

3M is a company that offers equal opportunities. 3M does not discriminate against any job applicant based on race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status.

Our Approach to Flexibility

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M's business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.



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