Devcloud IT Service Desk Specialist

hace 4 días

San José, Costa Rica Screenovate A tiempo completo

Dev Cloud IT Service Desk Specialist monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis. Prepares team performance reports and presents in Weekly or Monthly Operation Review Meeting with Level 1 and 3 groups. Helps newly hired employees to successfully integrate to their analyst role. Assists Service Desk manager in coordinating operational activities like resource coverage. Also provides technical support, coaching, and training (may include certification) to agents on incident resolution. Responds to escalations by working with stakeholders. The IT Support Analyst are aware of business developments and form partnerships with Level 1 and 3 groups to ensure operational efficiencies. The work requires deeper and potentially specialized knowledge of supported customers and their technology, products, services, or business processes. Actively pursues technical and quality improvements via innovative solutions in the Incident, Problem and Knowledge Management processes. Acts as the Knowledge Coach by defining technical solutions for new products and services or solutions to resolve identified issues with current products and services in partnership with Level 3 Engineering teams.

**Behavioral Traits Required**
- Self-learning attitude that drives to keep up with the technology.
- Can-do attitude.
- Open to identifying, picking up ownership and developing skills in areas outside of immediate scope.
- Attention to detail.

**Qualifications**:
You must possess the below **Minimum Qualifications** to be initially considered for this position:
Unrestricted Costa Rican work permit.

Intermediate to advanced English Level.

Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.

At least 6 months of experience in the following areas:
Service management processes and tools; including monitoring technologies and event management in complex IT environment.

Also experience on Applications and infrastructure interdependencies.
- Experience in monitoring tools such as Big Panda, New Relic, Grafana, Prometheus, AlertManager.
- Passionate in global customer engagement and collaboration with employees of different background.
- Willing to deal with ambiguity and urgency.
- Willing to champion improvement initiatives, work effectively as part of a global team and result driven.
- Excellent communication skills and strong stakeholder management skills.

**Inside this Business Group**:
**Posting Statement**:
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

**Benefits**:
**Working Model**:
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.
**In certain circumstances the work model may change to accommodate business needs.

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