IT Service Desk Engineer – Tier 1

hace 6 días

Costa Rica Movate A tiempo completo

Work Location: Full-Time (On-site)

Experience: Open to candidates with 1–2 years of IT support or customer service experience

Education Qualification: Bachelor's degree or equivalent experience

No of Openings: 10+

Summary:

The IT Service Desk Engineer – Tier 1 serves as the first point of contact for employees requiring technical assistance.

This role focuses on resolving common IT issues related to user accounts, devices, connectivity, and core business tools within a Workspace environment.

The ideal candidate demonstrates strong communication skills, a proactive service mindset, and the ability to deliver excellent end-user support while maintaining professionalism and accuracy in a fast-paced environment.

Roles and Responsibilities:

Provide first-level technical support via ticketing tools, phone, or chat channels.

Troubleshoot and resolve issues related to:

User accounts (password resets, access issues).

Hardware (laptops, desktops, printers, and peripherals).

Basic network connectivity (Wi-Fi, VPN).

Google Workspace tools (Gmail, Drive, Calendar, Meet).

Support user onboarding and offboarding processes, including device setup and account provisioning.

Escalate complex or unresolved incidents to the Tier 2 support team following defined escalation procedures.

Document resolutions, update FAQs, and maintain internal knowledge base content for recurring issues.

Participate in helpdesk operations such as walk-up support, asset tagging, and inventory tracking.

Deliver exceptional customer service by maintaining a professional, empathetic, and solution-focused approach.

Required Skills:

Bachelor's degree or equivalent experience.

Strong communication and interpersonal skills with a customer-first attitude.

Good problem-solving skills with the ability to multitask effectively.

Familiarity with operating systems (Windows, macOS, ChromeOS).

Basic understanding of Google Workspace, network connectivity, and hardware setup.

Eagerness to learn new technologies and grow within an IT support environment.

Advanced English level (B2+/C1)

Desired Skills:

Previous internship or practical experience in IT helpdesk or technical support.

Knowledge of IT ticketing systems or ITSM tools.

Awareness of IT support best practices and troubleshooting methodologies.

Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

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Submit the form below to apply

Name(Required)

Email(Required)

Phone(Required)

Do you have 1–2 years of experience in customer service or a technical support setting?(Required)

Yes

No

How many years of work experience do you have with Google Workspace?(Required)

6 months – 1 year

1-2 year

more than 2 years

How many years of work experience do you have with Microsoft Office?(Required)

6 months – 1 year

1-2 year

more than 2 years

Are you comfortable working in an onsite setting?(Required)

Yes

No

Do you have an advanced English level (B2+-C1)?(Required)

Yes

No

What are your salary expectations?(Required)

Current Location(Required)

Candidate Legal ID(Required)

How did you first learn about our company?(Required)

Social Media

Social Media LinkedIn Groups

Employee Referral

Job Fair

Universities

Career site

Other

Please select one of the following options:

Attach Resume(Required)

Accepted file types: pdf, docx, doc, Max. file size: 10 MB.

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