Conectividad Laboral
San Jose, Costa Rica
hace 17 días
source :

Funciones del Puesto

The IT Help Desk is responsible for handling support service requests, and ticket assignments. This relates to all technology, to include : workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities :

  • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
  • Support for client specific applications including cloud-based services
  • Support of disaster recovery solutions including backups, verifications, and file restorations.
  • Basic technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support : VPN, Remote Gateways, Terminal Services, and Citrix
  • Monitor RMM system alerts and notifications, and respond accordingly through service tickets
  • System documentation creation, maintenance, and review
  • Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Additional Duties and Responsibilities :

  • Maintain a high level of customer service, perception, and satisfaction
  • Fast response and resolution of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Responsible for completing checklists and ticket tracking
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise
  • Requisitos del Puesto

    Knowledge, Skills, and / or Abilities Required : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

    The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must possess excellent organization and time management
  • Professional IT Certifications or advanced study in areas such as : Windows Operating Systems, Microsoft Office, Office 365, and document management systems
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills : such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Call Center

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