Intel Service Desk Engineer

hace 3 semanas


San José, San José, Costa Rica Intel A tiempo completo

Job Summary

IDC Service Desk Engineer is responsible for monitoring team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day-to-day basis. This role involves preparing team performance reports and presenting them in Weekly or Monthly Operations Review Meetings with Level 1 and 3 groups. The Service Desk Engineer also helps newly hired employees integrate into their engineering roles, assists the Service Desk manager in coordinating operational activities, and provides technical support, coaching, and training to agents on incident resolution.

Key Responsibilities

  • Monitor team performance of inbound alerts and ticket queues
  • Prepare team performance reports and present them in Weekly or Monthly Operations Review Meetings
  • Help newly hired employees integrate into their engineering roles
  • Assist the Service Desk manager in coordinating operational activities
  • Provide technical support, coaching, and training to agents on incident resolution

Requirements

  • Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related field relevant to IT
  • Intermediate to advanced English Level
  • At least 6 months of experience in Service management processes and tools, including monitoring technologies and event management in complex IT environments

Preferred Qualifications

  • Experience in monitoring tools such as Big Panda, New Relic, Dynatrace, Grafana, Prometheus, AlertManager

About Intel

Intel is a global leader in the technology industry, and we are committed to providing a total compensation package that ranks among the best in the industry. Our benefits include competitive pay, stock, bonuses, and benefit programs such as health, retirement, and vacation. We also offer a hybrid work model that allows employees to split their time between working on-site at their assigned Intel site and off-site.



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