Support Specialist

The Support Specialist plays a key role in providing technical support for Sysco Technology's IT infrastructure, including workstations, laptops, mobile devices, printers, network equipment, and server systems. This position serves as the primary local escalation point for IT-related issues, mentors junior support staff, and contributes to the continuous improvement of technology processes and service delivery.

The role involves hands-on troubleshooting, installation, and maintenance of hardware and software, as well as collaboration with management to ensure system reliability, modernization, and cost efficiency. The Support Specialist also trains onsite users in service request management and supports the implementation of new tools and infrastructure initiatives.

Key Responsibilities

• Provide on-site and remote technical support to users, managing incidents and service requests through the enterprise ticketing system.
• Prioritize, update, and escalate tickets as needed to ensure timely and effective issue resolution.
• Install, configure, and maintain computers, peripherals, printers, mobile devices, and other IT hardware.
• Troubleshoot and resolve hardware, software, network, and connectivity issues, coordinating with vendors for repairs when necessary.
• Maintain and update inventory of IT assets, licenses, and "hot spare" systems.
• Ensure compliance with corporate IT security policies, hardware/software standards, and patch or antivirus updates.
• Support infrastructure initiatives such as system upgrades, product evaluations, and the implementation of new technologies.
• Contribute to the development and continuous improvement of IT policies, procedures, and documentation.
• Train and assist end users and junior IT staff in the proper use of technology resources and ticketing systems.
• Provide hands-on support for local network devices, wireless access points, VPN connectivity, and mobile technology.
• Collaborate with management to identify opportunities for modernization, reliability improvement, and cost optimization.
• Participate in IT projects, audits, and hardware lifecycle management, including procurement, recycling, and environmentally compliant disposal.
• Assist with desktop and office equipment relocation and site preparation when required.
• Manage local printer, copier, and fax network connectivity, perform initial troubleshooting, oversee toner replacements, and coordinate vendor support.
• Maintain a pool of reliable "hot spare" laptops and desktops to ensure business continuity.
• Provide after-hours and on-call support for critical business-impacting incidents as needed.
• May be required to travel to additional local sites for proactive technology checks, project work, or incident resolution.

Skills & Competencies

• Excellent communication (written and verbal), organizational, and problem-solving skills.
• Strong interpersonal abilities to collaborate with diverse users and management levels.
• Self-motivated, resourceful, reliable, and trustworthy.
• Broad understanding of enterprise IT systems, including:
• – Network infrastructure (LAN/Wi-Fi) and telecom systems
• – Servers, storage, and printers
• – Windows and macOS environments
• – Mobile devices and Microsoft 365 applications
• Proficient in hardware and software troubleshooting, including operating systems and end-user applications.
• Skilled in remote support tools and ticket management platforms such as ServiceNow.
• Knowledge of IT security best practices, system documentation, and change management procedures.

Requirements

• High school diploma.
• Minimum of 3–5 years of experience in end-user technical support or IT-related environments.
• At least 3 years of customer service experience in computer technology.
• Availability for after-hours and weekend on-call support as required.
• Ability to follow documented procedures and work both independently and collaboratively as part of a team.

Benefits
:

• Hybrid (3 days Office/Ultra park II Lagunilla, Heredia)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available