Help Desk Specialist
Akamai Technologies
San Jose, Costa Rica
hace 6 días

About the Job :

As a Helpdesk Specialist, this individual will be responsible for providing world-class customer support to our user community.

You will help deploy business-critical workstations and assist in the deployment and management of mobile devices, such as smartphones and iOS devices.

You will analyze, research, and resolve complex technical issues with a heavy focus in Windows and Mac operating systems and related hardware.

You will create / update technical and procedural documentation. You will lead peers and junior members by example and represent the Helpdesk on a variety of cross-

functional teams. This individual will also assist in providing technical guidance and leadership to the support staff on projects and issues.

Lastly, this individual will work closely with fellow Enterprise Infrastructure Systems team members for escalations, problem-

to-resolution, and become the liaison to other business partners, as needed. The ability to work with a global team is required.

High Points :

1)Being part of Akamai Helpdesk Team gives opportunities to learn new technology and enables to work with global teams across the platforms and Services.

2)Establish the first point of contact for our customers and further develop the IT brand within the community

About the Team

As a member of the Global Helpdesk team, you will be working with geographically dispersed teammates to support our distributed user community and provide assistance to other Enterprise Infrastructure System teams.

Responsibilities :

  • Support walk-up requests and resolutions.
  • Escalation point for Solutions Enablement Team.
  • Create service request and incident tickets on behalf of users.
  • System imaging, provisioning & repair.
  • Inventory and asset management.
  • Review and create KB articles.
  • Create tactical solutions / workarounds for incidents requests.
  • Fulfills service requests for hardware equipment.
  • Provides feedback loop to Solutions Engineering Team.
  • Provides training to end-users (e.g. employee orientation).
  • Support company meetings and events (e.g. video conferencing).
  • Qualifications : Basic Qualifications

    Basic Qualifications

  • 3+ years experience administering and troubleshooting Windows-based client systems.
  • 3+ years experience administering Mac OS X operating systems, hardware and software.
  • 3+ years experience in a customer-driven, results-focused Helpdesk environment.
  • 3+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware.
  • 1+ year experience setting up virtual machines in VWWare ESX.
  • 1+ year experience supporting, configuring, troubleshooting iOS and Android devices.
  • Desired Qualifications

  • Familiarity with network routing, switching, firewall, VPN, WiFi technologies.
  • Professional certifications : MCITP (Enterprise Desktop Support Technician 7), Mac, or A+.
  • Experienced support for video teleconferencing systems.
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