Job Opportunities in Costa Rica


October 7, 2024

Nearlinx

San José

FULL TIME


Help Desk Tier 1

We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail.
Key Responsibilities:
  • Provide first-level contact and problem resolution for all users with hardware, software, and application problems, especially concerning laptops and Microsoft 365.
  • Diagnose and resolve technical hardware and software issues related to laptops, Microsoft 365 applications, and other office productivity tools.
  • Escalate unresolved calls to the appropriate internal teams or third-party vendors and follow up to ensure resolution.
  • Guide users through step-by-step solutions in a user-friendly manner via phone, email, or chat.
  • Log all help desk interactions and track issues to resolution, updating the internal knowledge base.
  • Perform password resets and grant access to applications and systems within the scope of Tier 1 support.
  • Prepare activity reports and update customer records in the help desk system.
  • Stay current with system information, changes, and updates related to laptops and the Microsoft 365 ecosystem
Qualifications:
  • A degree in Computer Science, Information Technology, or related field, or equivalent experience.
  • Proven experience in a help desk or technical support role, with specific experience supporting laptops and Microsoft 365 applications.
  • Strong understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication skills, capable of conveying complex issues to non-technical users.
  • Microsoft 365 certification or equivalent training is highly desirable.
Skill Requirements
  • Strong problem-solving skills and analytical abilities.
  • Excellent customer service orientation.
  • Familiarity with help desk software and tools.
  • Ability to work in a team and manage multiple tasks simultaneously.
Tipo de puesto: Tiempo completo
Sueldo: ₡550 000,00 - ₡610 000,00 al mes

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