SUPPORT ENGINEER TIER II

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Location: Costa Rica

Job Purpose:

Project Area: Life Sciences, services for the pharmaceutical industry

Our client offers software solutions for Human Resources processes such as payroll, retirement plans, etc.  This is an outbound support position, you ‘ll work attending tickets related to different issues, such as computer and printer’s configuration, server’s implementation, Webroot and Sentinel antivirus, Office 365, among other support cases.

Responsibilities:

  • Install, diagnose, repair, maintain, and upgrade all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance.
  • Troubleshoot problem areas (by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
  • Perform advanced software repair and installations on customer computers by troubleshooting via remote service tools.
  •  Undertake analysis, diagnosis and resolution of client problems.
  • Escalate unresolved problems to the appropriate area.
  • Log, troubleshoot and track problems.
  • Perform special assignments as required.
  • Perform daily and weekly administrative tasks as required.
  • Work effectively in a team environment and help others where needed.
  • Maintain high level of service delivery in order to meet SLAs.

Requirements:

  • At Least 3 years of Remote Desktop Experience or relevant experience
  • Certifications with Microsoft are huge advantage (MCSE, MCSA, etc.).
  • Has good knowledge of server, RMM tools, business applications, printing systems, and network systems.
  • Advance knowledge of Windows and Mac OS.
  • Great organizational and multi-tasking skills.
  • Highly proactive; addresses technical issues with appropriate sense of urgency
  • Must be able to effectively partner and build relationships with key business clients and supporting staff.
  • Has a good understanding of support tools, techniques, and how technology is used to provide IT services.

If you are interested in this position,
please send your resume.

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