Who we are looking for :
Wunderman Thompson Costa Rica is seeking a Helpdesk Support Specialist to join our IT team. You will be responsible to provide technical assistance to our clients.
You will help install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you.
To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions.
You should also be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
What you’ll do :
Support Provide excellent technical support service. Support both Mac and Windows platforms. Support and maintain user account information including rights, security systems and account access, in Index and Okta authentication portals.
Provide in-house audio / video support for meetings, town halls, and other events as needed.
Respond Respond to HelpDesk tickets according to our SLA.
Build Build and install new computer systems. Migrate data as part of upgrade process.
Manage Manage the All-in-One Multifunction machines, working with the vendor for support and ordering toner and other supplies as required.
Troubleshoot Troubleshoot and repair workstation hardware and software. Troubleshoot and repair general network connectivity issues alongside the local Infrastructure support technicians as needed.
Troubleshoot remote users by phone or remote desktop tools.
Track Tracks problem history, documents processes, problems, and resolutions. Procure and track hardware orders.
Who you are :
Independent You manage and prioritize within timelines for project milestones and to see projects through.
Optimistic and resilient You are not afraid to dig in and figure out how to work around problems. You embrace challenges and inspire new ways of thinking.
Low on ego We all wear the hats that need wearing, it’s a mentality that makes the team successful.
Passion You love clean and functional design, and socially-driven content creation.
What you’ll need :
1-3 years of experience in the IT / Technical Support Field
Intermediate - Advance English Level required
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Hands-on experience with Windows / Mac OS environments
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Addressing user tickets regarding hardware, software and networking
Test alternative pathways until you resolve an issue
Direct unresolved issues to the next level of support personnel
Help create technical documentation and manuals
Excellent problem-solving and multitasking skills
BSc in Computer Science, Network Technician or relevant field
At Wunderman Thompson, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect.
As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset;
our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.
Wunderman Thompson is a WPP agency.