IT Specialist

**Location**:
Cartago, Costa Rica, CR

**Job Family**: Manufacturing

**Country/Region**: Costa Rica

**Job Function Summary**:
Position's primary focus is providing end user support in Costa Rica to help and guide IT users in Costa Rica on the phone, mail, remotely or in the field to get back to normal IT Service.

The IT specialist is the first line of support, therefore it will be required to be available at any time in case of emergency.

Day to day support for users in Costa Rica, creating and solving cases in Global IT Service Management tool

The IT Specialist is responsibles of the first level support to the site providing professional and timely end-user support using published procedures, standards and Service Level Agreements (SLAs). Conducting frequently monitoring of case performance and taking ownership of and follow-through high priority cases

Responsible of comunicate to the organization about any failure on the IT systems that might impact the continuty of the business and about any internal or external services issues like (internet, land line, movil) and provide an estimated fixing date/time.

Everything must be done in line with Global IT policies, standards, guidelines and the available IT Support tools.

For all production employees the IT speciliast is responsible of the following tasks:
Assigne the correct account (standard or proffesional) based on the manning plan
Restore the windows password when needed.
Restore the E1 password when needed.
Add the user to BioStar access control platform and assign it to the correct group
Support the installation, movement, configuration and maintenance tasks of the marking clocks.
Supports with the IT Operating Systems (OS), softwares available in Software Center, Autocad, Inventor, Edgecam and Mastercam.

For all Non-Production employees the IT speciliast is responsible of the following tasks:
Define and assign the correct user account - Standard vs Professional based on the manning plan.
Proper configuration of the phone and computer including required devices, like printers, 3D orbit mouse, etc, and have it ready before the colleage starts officially on his/her position.
Provides access to the shrared drives.
Restore the E1 password when needed.
Request and install special softwares like Visio, Project, Adobe Pro, etc.
Handles the POB cases platform with a reaction time between 1 and 5 days.
Supports the landline connections and configuration.
Supports the Audio/Video systems in the building like TV screens, Projectors, speakers, etc.
In case of virus detected, it will block the equipment and will re-install the system.
It will assign the movil number and plan based in the manning plan
Will configure the phone to make sure it has CP conectivity and all the required apps.
Supports the configuration of the SmartSign TVs
Provides maintenance to all IT equipment based on the maintence plan
Replaces damage parts on the servers (HDD, NAS,etc)
Configuration of the CCTV systems.
Responsible for the IT Printers (Cannon + HP), access control, support and configuration.

**Major Areas of Accountability**:
Set up workstations with computers and necessary peripheral devices (printers etc.)
Check computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
Install and configure appropriate software and functions according to specifications
Ensure security and privacy of computer systems
Provide orientation and guidance to users on how to operate new software and computer equipment
Organize and schedule upgrades and maintenance without deterring others from completing their work
Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
Maintain records/logs of repairs and fixes and maintenance schedule
Installation of structured wiring.
Maintenance and support of local servers
Asset control (inventory)
Install and configure computers, mobile devices and other end-user devices
Ensure efficient communication locally and with rest of Global IT to secure knowledge sharing and optimisation of the day-to-day work
Continuously improving and reviewing of IT processes in cooperation with Global IT
Support and maintain Global IT standards, guidelines and policies, training material, support information, technical issues, and guidelines from assigned work so they are properly documented and updated regularly in agreed containers
Knowledge sharing keeping yourself and the team updated on new implementations, documentation, and process updates;
Proactively engage in the Global IT Operations and Support roadmaps
Support troubleshooting and error correction on IT infrastructure components e.g. Server, network, telephony and network lines always in close collaboration with Global IT Operation and Support
Performing their job in compliance with the guidelines given
Drawing attention to the manager to any difficulties in understanding or following the guidelines
Drawing attention to inefficiency of the system

**Essential Qu