IT Support Specialist for Global Operations

hace 4 días


San Francisco, Heredia, Costa Rica Aligntech A tiempo completo

Job Overview

We are seeking an IT Support Specialist to join our global operations team. This role will be responsible for providing technical support to employees located in LATAM, US, and EMEA.

Main Responsibilities

  • Tier 1 Support for incoming calls, INC, and SR
  • Participate in On-Call and severity bridge
  • Keep team's KPIs at minimum as well as yours
  • KBs and SOP creation
  • Receive complex escalations from Manager and Supervisor
  • Queue Monitor and case assignation
  • Provide training to new hires

Scope & Complexity

This role requires a strong understanding of IT systems and the ability to troubleshoot complex issues. The ideal candidate will have acquired the knowledge and technical skills to handle cases individually and work on assignments that are moderately difficult.

Expertise

The successful candidate will have substantial understanding of the job and apply knowledge and skills to complete a wide range of tasks. They will meet the requirements of production standard in terms of quantity, quality, and customer compliance.

Supervision & Leadership

The IT Support Specialist will normally receive little instruction on daily work, general instructions on newly introduced assignments. Leadership and contribution are not applicable in this role.

Education & Experience

The ideal candidate will have a High School diploma. A Technical Degree is a plus, and they should have 1-3 years of related experience.

Languages & Technical Skills

Proficiency in English is desirable for this position. Typically requires CISCO, Office, Windows, Active Directory, and O365.


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