Attend service requests and incidents either by phone, ticketing system or by direct contact.
Visual verification of the IDF and MDF devices health status
Prioritization of services according to impact and urgency based on the company policy
Single point of contact for all incidents being responsible to resolve incidents above level 3 and escalate levels 1,2, and 3 according to the procedure in place.
Support and maintain end-user desktops, mobiles, phones, headsets, printers, projectors, TVs, Spaceballs, laptops for Costa Rica Align Technology employees.
This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
Responsible of installing, configuring and troubleshooting desktop applications.
Responsible to create, troubleshoot, disable and delete all user accounts with the exception of the financial and HR applications.
Responsible to move computer hardware within the facility and report those assets changes to the system.
Responsible to maintain the stored equipment in order and clean.
Support Align Technology guests and visitors.
Additional activities can be assigned by the supervisor
Requires to have availability to be physically re-assigned to any Costa Rica facility location within the necessary schedule.
REQUIREMENTS / QUALIFICATIONS
Computer Science (related) bachelor studies concluded
At least one-year experience working as a dedicated Service Desk Agent (providing both hardware and software support)
Strong written and oral communication abilities required.
Basic conversation and writing English is required.
SKILLS / COMPETENCIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer service support oriented skills are required for this position.
Must have good interpersonal skills and the ability to work cross-functionally.
Must have exceptional problem-solving and decision making skills
Must have exceptional level of commitment and a positive can-do attitude.
Must be able to make good assessments on what can and cannot be accomplished before making commitments.
Mathematical skills required to performance on the position.
This position requires the ability to manage multiple tasks and priorities within tight deadlines, make independent decisions regarding appropriate courses of corrective action.
Must be proficient with computers and standard software programs (Excel, Word, Access, e-mail, etc.).
Must be willing to work overtime, holidays, and weekends as required.
SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Microsoft product certifications are a plus.
WORK ENVIRONMENT DEMANDS
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel.
Position requires extensive use of computer keyboard and mouse. The employee is occasionally required to stand, walk, and reach with hands and arms, and may be required to lift up to 50 lbs.
The noise level in the work environment is usually moderate.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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