Providing stellar technical assistance delivered with superior customer service to company end-users, the IT Support Specialists ensures that the multitude of hardware and software that end users rely on for their function works smoothly and efficiently prioritizing issues that is most impactful to the company and its day-to-day operations.
Responsibilities and Duties
Provide outstanding hardware and software technical support to end-users on a multitude of devices such as desktop computers, laptops, tablets, mobile phones, desk phones, servers, network switches, network routers, wireless access points, wireless bridges, firewalls, network video cameras and recorders and other devices in a complex environment
Provide real-time front-line support to end-users located in the United States headquarters and remote offices in the US and Costa Rica
Diligently document requests and issues reported from beginning to end. Resolve issues and complete requests on first contact. Follow-up with end users to ensure solution is satisfactory and long-term
Assess and prioritize issues and requests based on the number of end-users impacted and impact to the business. Determine the issues root-cause and quickly resolve the problem. Escalate issues to other internal teams, external vendors and service providers
Work independently and/or with other members of the internal IT team through the entire lifecycle from ideation to implementation of projects that improve processes, productivity by introducing new technologies, software and/or hardware, or through improving documentation.
Qualifications
3 or more years of experience in a similar IT role and as part of a team
Ability to handle multiple tasks and meet deadlines
Ability to work efficiently and productively
Capable of exercising extreme discretion and independent judgment• Ability to handle confidential information professionally
Ability to communicate, both verbally and written, with a good level of confidence• Ability to demonstrate superior customer service and phone etiquette• Takes constructive feedback and a lifelong learner-English 85%-Full-time and part-time positions available
