Technical Service Engineer Expert End User Support
Manpower Costa Rica
San José, Costa Rica
hace 4 días
source : Computrabajo

Job PurposeProvide professional assistance to internal and external customers having hardware and softwarerelated incidents with their supported desktop, laptop or peripherals.

Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

Lead remote services team focusing on improved performance and customer service.Key Accountabilities Provide Level2 and Level3 technical support for supported desktops, laptops, and peripherals.

This includes the following activities Installing, supporting, and troubleshooting approved computing softwareProvide troubleshooting for supported hardware and escalate when local support is requiredCorrectly route incidents and requests in a timely manner to proper support tiersProvide support services to employees with technical problems and information technology issues involving desktop, laptops, network services from local personnel or from employees using network remote access VPNEnsure teams performance in timely resolution of problems or escalation on behalf of the customers to appropriate technical personnelProvide higher level technical support serving as an experienced service engineer who can guide team members with incident resolution and customer escalationsUtilizes good judgment when implementing methods, procedures, and techniques for obtaining solutions while providing guidance to other personnel Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and proceduresMay own the development of information technology projectsRecommend hardware and software solutions when applicable Manage personal work load with little daytoday supervisionWork within team to assist coworkers in discussions regarding client supportAbility to work on call after hours as requiredCommunicate effectively with multiple customers and coworkers.

This includes the following activitiesConsulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop TeamsAble to communicate highly technical information to both technical and nontechnical personnelProvide Case status updates to management and endusersProvide phone support and diagnostics to remote customersParticipate in training programs designed to educate customers about basic and specialized applicationsDevelop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services supportAsses daytoday activities to minimize customer downtime ensuring customer satisfaction and productivity Analyze trends and develop incident resolution plansMentor Remote Service Engineers to reach departmental and individual goals and objectives.

Act as team escalation point for service failuresKnowledge and understanding of the IMSPreferred Skills ExperienceUniversity StudentUniversity Completed Strong network andor System administration experience with underlying technologies such as Remote Workplace Patch Management, Client Image Management, VDI Solutions, Virtual Apps and Desktops Microsoft Azure Certification recommendedComptia A Certification recommended Microsoft MCTS, MCITP, MCPD, MCMMicrosoft MCSA, MCSD, MCSEITIL Certification38 years or more of related experienceExperienced in remote support and phone support work environments Bolsa de trabajo Costa Rica ofrecemos puesto de Technical Service Engineer Expert para el sector de Informática Telecomunicaciones en la empresa Manpower Costa Rica de San José.

Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo.

Tipo de empleo Tiempo Completo.

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