Technical Support Engineer

hace 1 semana


Santa Ana, Costa Rica GSB Solutions A tiempo completo

We are looking for talented technical support

Requirements
First Point of Contact for Technical Assistance

  • Provide initial support to end-users experiencing issues with desktop and laptop hardware and software, as well as network-related problems.
  • Assist with issues related to mobile devices and other peripherals.

Troubleshooting on Windows and Mac OS Platforms

  • Diagnose and resolve issues on Windows and Mac OS operating systems, as well as on mobile devices running iOS and Android.

Hardware and Software Configuration and Adjustment

  • Configure and adjust desktops, laptops, hardware, software, printers, mobile phones, and peripherals according to end-user needs.

Application Installation Guidance

  • Provide detailed instructions for application installation, ensuring users complete the process successfully.

Incident Documentation and Logging

  • Document and log incidents and service requests in the internal ticket management system, including their respective resolutions.

Escalation of Unresolved Issues

  • Escalate complex or unresolved issues to higher-level support staff.

Creation of Technical Documentation

  • Assist in creating technical documentation and manuals (knowledge base - KB) for recurring or known issues.

Imaging and Deployment of Equipment

  • Create images and deploy laptops, desktops, and tablets to end-users, ensuring their proper functioning.

Asset Management

  • Oversee hardware stock levels, track assets, and manage their receipt, preparation, and shipping.

Office Move Coordination

  • Plan and coordinate office moves, ensuring that technological equipment and devices are relocated properly.

Specialized Support for VIPs (White Glove Support)

  • Provide specialized support for VIP users, ensuring quick issue resolution, proactive device monitoring, and health checks.
  • Offer personalized training on new tools and applications for executives and provide exclusive onboarding processes.

Requirements:

  • In-depth and current knowledge of computer programs and hardware.
  • Proficiency in customer relationship management (CRM) and task management software.
  • Exceptional analytical and problem-solving skills.
  • Advanced collaboration, communication, and interpersonal skills.
  • Excellent organizational and time management skills.
  • Advanced English

Requirements:
Location:
Parque Empresarial Forum 2, Santa Ana, San Jose, Costa Rica

Work Model:
On Site
Experience
: 2 or 3 years

Academic Background:
Computer Systems Engineering, or related field.

English Level:
Advanced, Mandatory
work schedule:
8 am to 5pm



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