Remote Support Specialist
emerson
Escazú, San José, Costa Rica
hace 5 días

BASIC RESPONSIBILITIES

  • Take ownership and Remotely Resolve Customer's Issues and Requests by following standard guidelines via Phone, Email, or Instant Messaging.
  • Which includes but not limited to, Software Installation, Configuration, Account configuration, Operating System configuration.
  • Ensures a timely resolution and / or escalation to non-resolvable issues to higher-level teams
  • Issues and Requests not part of standard guidelines is expected to be researched and information gathered is shared among team members.
  • Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
  • Respond to IT Service Desk Team's inquiries via Phone, Email, or Instant Messaging to support Perfect Execution Team's First Call Resolution.
  • Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
  • Document Solution and Communication with the customer in a Standard Ticketing System
  • Contribute Knowledge Articles and Propose Possible training opportunities
  • Research, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems, and failures
  • Education

    BS Computer Engineering / Information Technology or Relevant Work Experience

    QUALIFICATIONS

  • 3 to 4 years’ experience as an IT Subject Matter Expert, Local Desk Side Support or Service Desk Analyst
  • Experience in providing Remote Desk Side Support
  • Windows Operating System (Microsoft Active Directory)
  • MS Office Products
  • Service Now
  • Oracle Applications
  • ITIL v4 Foundation
  • Good written and oral communication skills
  • Experience in Global Support
  • Customer Service Oriented
  • Teamwork & Collaboration
  • Process Orientation
  • Critical Analysis
  • Professional Interpersonal Skills
  • Perform multiple tasks in a timely manner
  • EXPERIENCE / SKILLS

  • Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
  • Knowledgeable in supporting and troubleshooting of laptop / desktop computer
  • Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (e.g., Outlook, Word, Excel, etc. )
  • Knowledgeable in supporting, troubleshooting, and configuring internet browsers (e.g., Internet Explorer, Chrome, etc. )
  • Knowledge in troubleshooting Network Connectivity and VPN related issue
  • Knowledge in creating and deploying Ivanti LanDesk packages a plus
  • Ability to assess and respond to urgent issues in a competent manner
  • Demonstrates desire towards learning new technologies and maintaining industry standards
  • Good customer service skills
  • Ability to identify, analyze and resolve common technical issues, questions, and problems.
  • Good organizational skills with the ability to prioritize multiple tasks
  • Highly motivated and the ability to work with minimal supervision
  • Strong analytical skills with the ability to collaborate and solve problems
  • Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone, email, or instant messaging).
  • Ability to write basic documents (may include email, process documents or procedures).
  • Establishes and maintains positive and effective work relationships with co-workers, clients, and members
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