Título del trabajo: Global Service Desk 2023

Compañía: Object Technology Solution

Descripción de funciones: **About us**:OTSI is a leading global technology company offering solutions, consulting, and managed services for businesses worldwide since 1999. OTSI serves clients from its 15 offices across 6 countries around the globe with a «Follow-the-Sun» model. Headquartered in Overland Park, Kansas, we have a strong presence in North America, Central America, and Asia-Pacific with a Global Delivery Center based in India. These strategic locations offer our customers the competitive advantages of onshore, nearshore, and offshore engagement and delivery options, with 24/7 support. OTSI works with 100+ enterprise customers, of which many are Fortune ranked, OTSI focuses on industry segments such as Banking, Financial Services & Insurance, Healthcare & Life Sciences, Energy & Utilities, Communications & Media Entertainment, Engineering & Telecom, Retail & Consumer Services, Hi-tech, Manufacturing, Engineering, transport logistics, Government, Defense & PSUs.Our focused technologies are:- Data & Analytics (Traditional EDW, BI, Big data, Data Engineering, Data Management, Data Modernization, Data Insights)- Digital Transformation (Cloud Computing, Mobility, Micro Services, RPA, DevOps)- QA & Automation (Manual Testing, Nonfunctional testing, Test Automation, Digital Testing)- Enterprise Applications (SAP, Java Full stack, Microsoft, Custom Development)- Disruptive Technologies (Edge Computing/IOT, Block Chain, AR/VR, Biometric)- Identify hardware and software needs of each user’s computers and take measures to meet those needs.- Aid in customizing and adapting existing programs on a computer system to meet the needs of the users.- Troubleshoot problems with hardware and software on tier 1.- Provide users with network access according to instructions provided by management.- Reinforce SLAs to manage end-user expectations.- Handle computer security breaches by following standardized procedures.- Monitor the Service Desk queue and keep it aligned with the SLA.- Assist customers and users with their hardware issues over the telephone, face to face- Train users to handle information technology equipment by providing precise instructions- Provide training to users in the event of a new technology module.- Provide new users with orientation of existing technology and respond to questions from- Follow standard and IT procedures & policies.- Escalate issues and involve experts wherever required to resolve issues as quickly aspossible.- Ensures that supported customer accurately completes the approved work request withthe date and time of submission.- The Service Desk Agent must ensure the support team members close out their workorders properly.- Perform post-resolution follow ups to help requests.- Bring traceability to tickets opened by Service Desk tool**Requirements**:- Bilingual (English/Spanish)- Advanced Student on BSc/BA in information technology or equivalent.- Experience performing enterprise and/or client/server support.- Experience on ITIL Framework (nice to have).- Experience on management and Service Desk support (nice to have).Manufacturing Execution Systems.- Basic understanding of TCP/IP protocols and LAN/WAN, VPN, ADSL basic configuration.- Knowledge on DHCP, DNS and Web service.- Ability to troubleshoot and repair issues, root cause analysis and problem solving.- Strong experience on tier 1 support.- Knowledge on Collaboration suites and Office packages.- Strong skills managing critical situations and prioritization.- High interpersonal skills, with a focus on listening and questioning skills.- Active Directory experience is a must**Job Information**:Job Opening ID**OTSI_1160_JOBIndustry**TechnologyCity**San JoséState/Province**San JoséCountry**Costa RicaZip/Postal Code**10101

Ubicación: San José

Fecha del trabajo: Thu, 18 Apr 2024 22:51:51 GMT