- High School Diploma
- CompTIA® A+ Certification recommended,
- Microsoft® MCTS, MCITP, MCPD, MCM
- ITIL® Certification
- 1-2 years or more of related experience
- Previous phone support work environment is a plus.
- Strong customer service skills
- Reliability and a strong sense of responsibility
- Ability to work independently and take ownership
- Solid technical and analytical skills required
- Ability to troubleshoot, support, install, and repair software remotely
- Ability to troubleshoot hardware incidents remotely
- Ability to determine when requests and incidents must be escalated to next level support and route calls to correct resolver in a timely manner
- Knowledge of supported Microsoft® Windows operating systems
- Experience with Active Directory administration
- Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft® Office
- Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
- Knowledge and understanding of the IMS
Provide Level-1.5 technical support for supported desktops, laptops, and peripherals. This includes the following activities:
- Installing, supporting, and troubleshooting approved computing software
- Provide troubleshooting for supported hardware and escalate when local support is required
- Correctly route incidents and requests in a timely manner to proper support tiers
- Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
- Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
- Exercises judgment with defined procedures and practices to determine appropriate action
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
- May participate in development of information technology and infrastructure projects
- Ability to possibly work on call after hours if required
Communicate effectively with multiple customers and co-workers. This includes the following activities:
- Consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams
- Able to communicate highly technical information to both technical and non-technical personnel
- Provide Case status updates to management and end-users
- Provide phone support and diagnostics to remote customers
- Participate in training programs designed to educate customers about basic and specialized applications
- Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support
Costa Rica
