Technical Support Engineer ( San José/Costa Rica )

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