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Enterprise Technical Support Specialist

hace 1 semana

San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

Job Summary
- This role involves providing effective technical support to internal and external customers, ensuring timely resolution of moderate technical issues. The position requires coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges.

Key Responsibilities
- Resolve technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
- Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.
- Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution.
- Determine the best solution based on the issue and details provided by customers.
- Perform remote troubleshooting, including reading and understanding logs and diagnostics.
- Escalate issues to the appropriate team when necessary.
- Document identified issues, solutions, and troubleshooting steps for future reference.
- Contribute to the continuous improvement of support processes and knowledge base.

Requirements
- Bachelor's degree in computer science, Computer Engineering, or a related field.
- Typically has 4-5 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
- Proven experience in successfully resolving complex technical issues.
- Demonstrated ability to analyze problems, identify root causes, and implement effective solutions.
- Ability to work independently and as part of a team.