IT Support Technician San Jos Costa Rica

The position of IT support Technician (Contractor) End User Computing performs troubleshooting repair and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers departments and within the organization to lead problem resolution.

Essential duties for the position include but are not limited to the following:

• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
  

• Ensure that each Desktop Device is installed with the appropriate Desktop image.
  

• Resolve incidents and problems associated with EUC equipment
  

• Perform reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them to occur in the future
  

• Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN print and file services; connection to WAN; and accessing appropriate LAN segments
  

• Provide repair and maintenance for mobile devices
  

• Install upgrade and repair EUC equipment (desktops laptops monitors and associated peripherals)
  

• Provide software break/fix services and replacement of nonwarranty assets for endusers
  

• Provide network printers and scanner network connectivity including providing network support for device configuration for IP addressing and direct TCP/IP output
  

• Provide warranty and break/fix support for networked printers and scanners
  

• Configure and support endusers on mobile computing platforms
  

• Provide VIP support for equipment including desktop devices mobile devices display screens video systems docking stations communication devices directattached printers local printers scanners wireless networking etc
  

• Create change and remove printer configurations and queues based on requests and in accordance with SLAs
  

• Provide onsite hardware support for general troubleshooting and problems for enduser computing technologies
  

• Provide regular accurate and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales operations and branch office personnel.
  

• Utilize problem management database and systems to track and report on customer calls and requests.
  

• Monitor security profiles and antivirus software on all Desktop Devices and take appropriate action in the event of noncompliance with security requirements
  

• Communicate technical information to the technical and nontechnical team and customers.
  

• Deskside support services as required.
  

Requirements

• Knowledge and experience with Windows OS;
  
• Good to have knowledge of AD and smart hands and feet support;
  
• Good to have knowledge and experience in supporting MAC devices and tablets;
  
• Experience with Service Management tool exService now;
  
• Should have good expertise in EUC tools remote support tools MS Office and Outlook preferable to have a good understanding of Lync VPN and mobile device support;