Location: Ultrapark 2, Heredia, Costa Rica
Pay Rate: $1,600 - $1,800 USD / Monthly (Negotiable)
Employment Type: Full-Time
Work Schedule: Onsite four (4) days per week with Fridays designated for remote support, documentation, and project work. The schedule will be either 6:00 AM - 3:00 PM or 7:00 AM - 4:00 PM, based on business needs. No regular on-call or weekend work is required; occasional planned maintenance activities may require support outside normal business hours with advance notice.

Responsibilities:

• Serve as the primary point of contact for employees requiring hardware and software support.
• Provide in-person technical support for laptops, monitors, docking stations, headsets, printers, and other end-user equipment.
• Deliver remote support to employees across Costa Rica and the United States through ticketing systems, Microsoft Teams, and remote support tools.
• Diagnose, troubleshoot, and resolve issues related to Microsoft Windows, macOS, iOS, and iPadOS devices.
• Configure, deploy, maintain, and replace endpoint devices using Microsoft Intune, BigFix, or similar endpoint management platforms.
• Manage software installations, updates, patch deployments, and endpoint compliance activities.
• Prepare, configure, and issue equipment for new hires and process equipment returns for departing employees.
• Troubleshoot and support conference room technology, including Microsoft Teams Rooms and audiovisual equipment.
• Provide first-level support for printers and multifunction devices and coordinate vendor repairs when necessary.
• Document troubleshooting activities, resolutions, and time spent within the ticket management system.
• Maintain accurate IT asset inventory records and perform periodic inventory audits.
• Coordinate warranty claims, repairs, and equipment replacements with hardware vendors.
• Assist network and systems teams with onsite troubleshooting related to infrastructure, connectivity, and server performance.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Escalate infrastructure, network, systems, or security-related issues to the appropriate IT teams when required.
• Support IT projects, process improvement initiatives, and additional technical activities as assigned.

Requirements:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• One (1) to three (3) years of experience in Desktop Support, Technical Support, or a related IT support role.
• Experience troubleshooting Microsoft Windows devices in a corporate environment.
• Basic knowledge of macOS, iOS, and iPadOS devices.
• Experience supporting laptops, monitors, docking stations, printers, and workplace peripherals.
• Familiarity with Microsoft Intune, BigFix, or similar endpoint management platforms.
• Experience using Jira, Freshservice, or another IT Service Management (ITSM) ticketing system.
• Experience providing support through remote access tools and collaboration platforms.
• Proficiency with Microsoft 365 applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written English communication skills (B2 level or higher).
• Ability to explain technical concepts to non-technical users.
• Strong customer service orientation and interpersonal skills.
• Ability to work independently with minimal supervision.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Basic networking knowledge is preferred.
• Technology-related certifications such as CompTIA A+, Microsoft, Apple, or endpoint management certifications are preferred but not required.
• Candidates currently pursuing technology-related studies may also be considered.

Notes:

• This position supports approximately 250 employees within the Costa Rica office while also assisting remote employees across the organization.
• This is not a call center role and does not require working in a phone queue environment.
• Candidates must successfully complete the required assessments, including the UCAT psychometric assessment and BELT English evaluation.
• Responsibilities and duties may vary based on business needs and departmental priorities.