Global Service Desk Engineer
Infotree Service Inc
Heredia, CR
hace 3 días

Job Description

  • As an IT Support Specialist, your primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks.
  • This includes receiving, prioritizing, documenting and actively resolving end user support requests, and escalation of incidents when considered appropriate and necessary to maintain service level agreement expectations.

    Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

  • Excellent written and verbal communication English skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.
  • e. Developers, Project Managers and external Customers).

  • The ability to work independently and as part of a team with a courteous and professional attitude.
  • Excellent time management and prioritization skills.
  • Software troubleshooting ability for problem research and error isolation.
  • Good listening skills; problem solving and the ability to handle multiple projects / clients at once in a fast paced environment.
  • The ability to handle objections and counter professionally.
  • Must have the technical aptitude to learn, apply and solve technological solutions and / or challenges.
  • Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency.
  • Expertise in Microsoft Office : Outlook, Word, Excel, PowerPoint.
  • Must have experience working with PC based hardware, software and networking components. Technical Skills :
  • Experience working on Active Directory and Microsoft Exchange in creating or modify objects and good understanding of the basics.
  • Working knowledge of different Microsoft Operating Systems like Windows Server 2012 & 2016.
  • Troubleshooting experience of desktop, laptop, network, phone systems and applications.
  • Essential Duties and Responsibilities :
  • Provide technical support to our client's Worldwide Laboratory users primarily in the area of front-end devices and maintain users' satisfaction with their IT working environment.
  • End user account maintenance; including account creation, ongoing maintenance and deletion.

    Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability.

    Follow and further develop standard Service Desk operating procedures.

    Local order management of IT equipment and consumables.

    Assume ownership and provide consistent follow-through to assure problems are resolved and respond to last minute requests.

    Develop in-depth Product Knowledge in order to resolve customer questions and issues.

    Interact with programmers and Infrastructure staff on issues that have been escalated.

    Document all interactions and problem resolution.

    Good experience in AD, MS Exchange, O365.

  • Bonus Points :
  • TIL Certification / Knowledge.
  • Azure Knowledge or Certification.
  • Experience working on any LIMS is a plus.
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