Technical Support Specialist

hace 2 meses

San José, San José, Costa Rica Td Synnex A tiempo completo

Overview:
The Technical Support Technician is responsible for the repair and maintenance of OEM equipment, including 24x7 technical support of client enterprise server and network infrastructure. This position involves consulting with onsite technicians and customers to solve complex issues and restore service availability, including optimizing system performance and proactively identifying potential hardware issues.

Key Responsibilities:

  • Review OEM system logs and research system configurations and network topologies to identify security breaches and component failure.
  • Maintain accurate records of incident transactions and perform triage to implement service restoration.
  • Demonstrate strong troubleshooting techniques to expedite service restoration.
  • Provide timely service updates and communicate clearly when addressing customer questions and concerns.
  • Provides courteous, professional support to both internal and external customers on a wide variety of technical issues.
  • Align with IT escalation procedures to improve operational efficiencies.
  • Collaborate with service management teams to determine how to respond to many different service requests.
  • Support field engineers remotely and may also travel to the customer premises to help resolve difficult technologies or system configurations.
  • Participate in an on-call 24x7x365 rota providing technical support globally.
  • Stay current with new technologies and OEM systems by attending OEM system training and obtaining product certifications as defined in service contracts.

Qualifications:
Experience: 1 to 2 years of relevant work experience.
Education & Certifications: Associate Degree with Computer or Electrical Engineering Certification Field of study preferred. Technical with Computer or Network Certificate field of study required. Other Education / Certifications: Computer Science or Network and Server Certifications.

Required Knowledge, Skills & Abilities:
Able to recognize and attend to important details with accuracy and efficiency. Able to communicate clearly and convey necessary information. Able to converse and write effectively in English and Spanish. Able to create and conduct formal presentations. Able to interact effectively with all levels of management. Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results. Possesses strong organizational and time management skills, driving tasks to completion. Able to constructively work under stress and pressure when faced with high workloads and deadlines. Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities. Able to work independently with minimum supervision. Able to maintain confidentiality of sensitive information. Able to be immobile for long extended periods. Able to build solid, effective working relationships with others. Able to quickly learn new systems and technology.

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