154 Ofertas de Especialistas en Help Desk en Costa Rica

The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
• Serve as the initial point of contact for customers and provide solutions to their issues.
• Escalate unresolved queries to the next level of support as needed.
• Guide customers through troubleshooting process effectively
• Follow up with customers to ensure high-level satisfaction and issue resolution.
• Exceed customer expectations by delivering exceptional customer service.
• Maintain detailed case records, documentation, and ensure cases are closed efficiently.
• Identify and recommend procedure modifications or improvements.
• Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
• Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
• Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.

Additional responsibilities include:

• Comply and adhere to Auxis operational processes and security policies.
• Use Auxis Service management tools for Incident, Problem, Change, and Configuration management.
• Use Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Adhere to the working hours at the client sites or as determined by the Auxis Workforce.

Experience:

• 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience.
• Proven experience in efficiently managing tickets and providing exceptional customer support.

Education:

• A high school degree is a prerequisite for this position.
• Pursuing a degree in Computer Science, Engineering, IT, or equivalent working experience. (Nice to Have)

Language Skills:

• Proficiency in Mandarin, English, and Spanish (oral and written at 85% or higher), with a minimum B2+ level proficiency in all three languages being a requirement.

Certifications (Nice to Have):

• CISCO CCNA
• ITIL
• Microsoft 365 Fundamentals
• Comptia A+

Auxis prioritizes employee growth and development to help you advance your career. Auxis' culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.

The Carrier Service Desk position is a Trilingual Service Desk role.

The Carrier Service Desk is responsible for managing the ticket until resolved. They are responsible for making routine checks on the ticket and following up with the local carrier for the latest update. If the ticket is not progressing, they are responsible for escalating the trouble to the local carrier escalation POCs.

Responsibilities:

• They are responsible for making routine checks on the ticket and following up with the local carrier for the latest update.
• Manage tickets referred out to the local carriers by the NOCs.
• They are responsible for escalating the trouble to the local carrier escalation POCs.
• They are responsible for documenting customer facing comments illustrating the local carriers' actions/updates in the trouble ticket.
• They need to coordinate and communicate information between the local carriers and the Technical Operations Teams/ Service Desk/Major Incident Management Team/Customers.

Requirements:

• Good Portuguese Communication skills is a must.
• Good English Communication skills (B2).
• Experience in working in a network or telecommunications technical customer services environment.
• Basic understanding of telecommunications.
• Basic understanding of networking knowledge, IP / PIP / Data or transmission.
• Cisco background is a plus.

Job Summary:

The Service Desk Analyst (L1) is the first point of contact for users reaching out to the IT Service Desk, providing top-tier customer service. This senior role involves handling multiple accounts, resolving tier 1 issues related to applications, hardware, network, and telecommunications, and utilizing a knowledge base tool alongside their technical expertise. The analyst documents all interactions, escalates unresolved issues, and provides desktop support services.

Responsibilities:

• Manage the Incident and Request Queue, ensuring correct ticket assignment.
• Serve as the first contact for customers, providing effective solutions.
• Escalate unresolved issues to tier 2 and 3 support as needed.
• Guide customers through troubleshooting processes.
• Follow up with customers to ensure resolution and satisfaction.
• Provide exceptional customer service beyond expectations.
• Maintain detailed case documentation and ensure tickets are closed efficiently.
• Suggest process improvements and update Knowledge Base Articles.
• Stay current on product offerings, support policies, and delivery methods.
• Perform additional tasks as assigned by the Service Support Team Lead.

Experience:

• 2-4 years in technical support with knowledge of IT frameworks like ITIL.
• Proficiency with Active Directory, network-shared printers, and Windows with shared drives.
• Proven track record in efficient ticket management and customer support.

Education:

• High school diploma required.
• Pursuing or holding a degree in Computer Science, Engineering, IT, or equivalent experience (a plus).

Language Skills:

• Proficiency in English, Spanish, and Portuguese (both oral and written, 85%+ proficiency, B2+ level required).

Título del puesto
: Service Desk Analyst Jr

Ubicación
: Remoto

Acerca de Motivus

En
Motivus
, creemos en liberar el potencial humano a través de soluciones innovadoras y de vanguardia. Con más de 1,600 colaboradores en 5 países, ofrecemos un espectro completo de servicios de software y soluciones digitales. Nuestros equipos están dedicados a impulsar la sostenibilidad, empujar los límites de la tecnología y construir la próxima generación de soluciones digitales de clase mundial que empoderan a nuestros clientes y generan un impacto duradero. Al ser parte de nuestro equipo, trabajarás con profesionales visionarios comprometidos a crear soluciones innovadoras que moldean el futuro de la industria.

• Descripción del Puesto.

Estamos en búsqueda de un
Technical Support Specialist
para brindar soporte a las plataformas de puntos de venta (POS). La misión es garantizar la continuidad de la operación, atender incidencias críticas y participar en proyectos de mejora tecnológica, siempre siguiendo altos estándares de calidad y buenas prácticas de soporte.

REQUISITOS.

Technical requirements:

• Conocimientos en VMWare, Linux y Windows.
• Experiencia en soporte a plataformas POS.
• Manejo de terminal (Putty), editores (Vim, Nano), scripts y archivos XML.
• Conocimientos en bases de datos SQL.
• Experiencia con herramientas de monitoreo (ServiceNow, Xmatters, AirWatch, Gosocket).
• Capacidad de documentar procesos técnicos de forma clara.

Responsabilidades del puesto:

• Atender y resolver incidencias en sistemas y dispositivos de tienda: POS, pinpads, scanners, impresoras, self-checkout, pagos de servicios, recargas.
• Dar soporte a proyectos POS: monitoreo de visores, facturación electrónica, soporte vía chat, aperturas de tiendas, reportería e informes.
• Administrar servidores en Windows y Linux: validación de servicios, redes y actualizaciones.
• Monitorear sistemas y herramientas: WebFront, ETL, NCR, SolarWinds, Guatefacturas.
• Garantizar seguridad y cumplimiento antifraude.
• Apoyar como nivel II en incidentes masivos fuera de horario laboral.
• Documentar casos y transferir conocimiento (KTs).
• Participar en la evaluación de nuevas soluciones tecnológicas.

Lo que ofrecemos.

· Equipos globales que te motivan a ser mejor

· Increíbles beneficios que mejoran tu estilo de vida

· Flexibilidad y balance

· Atractivas oficinas en diversas ubicaciones para uso opcional y colaboración entre equipos.

Únete al equipo

Queremos trabajar con gente inteligente, creativa e interesante ¿No ves una posición en la que encajes perfectamente? Mantente atento a nuestra página de vacantes, donde a medida que crecemos agregamos nuevas oportunidades Queremos conocerte

La letra pequeña.

Si tienes alguna solicitud o comentario durante el proceso de entrevista, comunícate con nosotros para apoyarte.

Motivus es una empresa que ofrece igualdad de oportunidades y está comprometido con la diversidad y la inclusión en el lugar de trabajo. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de raza, color, religión, genero, nacionalidad, condición de discapacidad, o cualquier otra característica protegida por la ley federal, estatal o local.

Reimaginemos juntos el futuro de la tecnología

Additional Locations: Costa Rica-Heredia

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At our company, we value diversity and believe it is our greatest strength. We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities. Our belief is that your diversity enriches our work environment. As an equal opportunity employer, we wholeheartedly welcome applications from all qualified candidates, regardless of their background. Additionally, we have a Gender Equality Policy that reflects our commitment to fairness and equality in the workplace.

Hybrid Roles:

Boston Scientific's hybrid workplace includes Working From Home and onsite. You will have the opportunity to discuss details in the interview.

About the role:

Leads the operations of the global IT service desk while managing the strategic transformation of services through the adoption of AI and automation technologies. This role ensures effective day-to-day service delivery, drives continuous improvement, and fosters a culture of innovation aligned with enterprise IT goals.

Responsibilities:

• Lead and coach service desk agents, fostering teamwork, professional growth, and a strong service culture.
• Ensure high-quality support by monitoring performance, meeting SLAs, and improving customer satisfaction.
• Coordinate the introduction of AI tools, ensuring smooth integration with traditional operations.
• Manage operations with a project management approach: plan, track progress, mitigate risks, and communicate with stakeholders.
• Drive change management efforts, ensuring agents are supported, trained, and engaged during the transformation.
• Serve as a key contact for IT leadership and business partners, providing updates on progress and opportunities.

Minimum Requirements

• Bachelor's degree in computer science or related field.
• 5+ years in Service Desk leadership or IT support management.
• Strong leadership, coaching, and communication skills.
• Experience with ITIL practices, service desk tools (e.g., ServiceNow), and KPI/SLA management.
• Familiarity with AI, automation, or digital transformation is a plus.
• English advanced (B2+)

Requisition ID:

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you

Benefits
• Life-Work Integration
• Community
• Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination, and a deep caring for human life, we're solving some of the most important healthcare industry challenges. Together, we're one global team committed to making a difference in people's lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life's work.

#CRGH #HRDTA #SRCR #ITCR

Company Overview

At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation. We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. We are committed to contributing to the United Nations Sustainable Development Goals (SDGs).

Job Summary

The Service Desk Agent is the first point of contact for our users seeking technical assistance. This role is crucial in providing timely and effective support, resolving technical issues, and ensuring a high level of user satisfaction. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-centric approach.

Key Responsibilities

• Serve as the initial point of contact for phone calls, emails, and other communication channels regarding technical issues.
• Accurately log and categorize all support requests in the ticketing system.
• Troubleshoot and resolve basic to moderately complex hardware, software, network, and application issues.
• Follow established procedures and knowledge base articles to provide consistent and efficient support.
• Escalate complex issues to appropriate technical teams while maintaining ownership of the ticket until resolution.
• Clearly communicate technical solutions to end-users in a user-friendly manner.
• Provide remote assistance to users as needed.
• Contribute to the development and improvement of service desk processes and procedures.
• Maintain a high level of professionalism and customer service skills at all times.
• Perform other duties as assigned.

Qualifications

• Language: English:
  B2+ level of English proficiency.
• Education:
  High School Diploma required
• Experience:
  6 months of experience in a customer service, service desk or technical support role is decided. Restaurant/Airport experience is a plus

Skills

• Capability to manage large call volume emphasis on first call resolution.
• Strong knowledge of Windows and Microsoft Office Suite.
• Familiarity with IT service management (ITSM) principles and ticketing systems desired.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Excellent customer service and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with remote desktop support tools.

If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career.

Together, we can create a more sustainable future for all.

This job description is intended to describe the general responsibilities and type of work being performed by people assigned to this position. The major job functions/components above are the typical functions of the job and are not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Personnel, vendors assigned in this position should be aware that the responsibilities, tasks, and duties of the jobholder may differ from those outlined in this job description and various other duties may be assigned as needed.

FUJITSU strives to provide equal employment opportunities, and we´re committed to treat our candidates without discrimination based on race, religion, creed, gender, social status, physical or mental disability, sexual orientation and/or any other category that is unrelated to the legitimate interests of FUJITSU

The Service Desk Analyst will be responsible for answering incoming customer calls, utilizing company procedures and knowledge articles to solve customer technical issues, and directing calls to the specific team when necessary. Our Analysts are often the first point of contact for customers around the globe, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions, all in favor to resolve the technical problem the user will have.

The analyst should comply with additional tasks including investigation, back-office work and any other task based on the business need.

Is expected for the analyst to provide visibility on new troubleshooting steps or any task that needs to be documented.

Hard skills | Experience

• English Level between B2 or above.

• University Career or at least evidence of classes taken at the University

• Minimum 1-2 years of proven experience in bilingual Customer Service.

• Minimum of 1-2 years of proven experience registering/escalating calls in a case management.

• Basic understanding of Microsoft tools such as Word, Excel, Outlook, Teams, etc.

• Basic knowledge connecting to computer via remote access.

• Basic knowledge guiding users with HOWTOS or walkthroughs among different procedures.

Soft skills

• Detail oriented.

• Assertive communication.

• Negotiation skills.

• Risk based thinking.

• Written, verbal and presentation.

• Analytical & Proactive.

• Teamwork & Customer Service.

• Easily adaptable to changes.

Job Summary
The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Responsibilities

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
• Serve as the initial point of contact for customers and provide solutions to their issues.
• Escalate unresolved queries to the next level of support as needed.
• Guide customers through troubleshooting process effectively
• Follow up with customers to ensure high-level satisfaction and issue resolution.
• Exceed customer expectations by delivering exceptional customer service.
• Maintain detailed case records, documentation, and ensure cases are closed efficiently.
• Identify and recommend procedure modifications or improvements.
• Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
• Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
• Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.

Additional
responsibilities include:

• Comply and adhere to Auxis operational processes and security policies.
• Use Auxis Service management tools for Incident, Problem, Change, and Configuration management.
• Use Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required .
• Adhere to the working hours at the client sites or as determined by the Auxis Workforce.

Skills And Experience
Experience:

• 1 o more years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience.
• Proven experience in efficiently managing tickets and providing exceptional customer support.

Education:

• A h igh s chool degree is a prerequisite for this position.
• Pursuing a degree in C omputer S cience, Engineering, IT, or equivalent working experience. (Nice to Have)

Language Skills:

• Proficiency in Mandarin, English, and Spanish (oral and written at 85% or higher), with a minimum B2+ level proficiency in all three languages being a requirement.

Certifications (Nice to Have):

• CISCO CCNA
• ITIL
• Microsoft 365 Fundamentals
• Comptia A+

About Auxis
Auxis prioritizes employee growth and development to help you advance your career. Auxis' culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world's biggest brands. The future of data resilience is here - go fearlessly forward with us.

The
Service Desk Analyst
will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.

Your Tasks Will Include

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets.
• Monitor Service Level Agreement (SLA) compliance within the team.
• Ensure timely resolution or escalation of technical issues.
• Provide IT support for hardware and software, including remote assistance.
• Perform user account administration across multiple systems.
• Collaborate as a member of an international team.
• Review and update the Service Desk knowledge base with accurate processes and procedures.

What We Expect From You

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment.
• Proficiency in English, both written and spoken.
• Strong multitasking skills with the ability to handle real-time support issues.
• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently.
• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks.
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload.
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS.
• Strong expertise in MS Office products.
• Be able to learn a new product or technology via lab time, self-training, and technical support resources.

Will Be An Advantage

• Ability to work with users of any level of technical knowledge.
• Knowledge of networking technologies (TCP/IP, DNS, DHCP).
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications.
• Experience with incident monitoring and management systems.
• Scripting and automation skills using tools like PowerShell.

What We Offer

• Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam
• Life insurance and disability coverage
• Two weeks paid time off along with company paid holidays
• Veeam Care Days – additional 24 hours for your volunteering activities
• Cafeteria subsidy
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O'Reilly) and mentoring through our MentorLab program

Please note: This is an on-site role, (4 days a week in the office), located in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica Veeam reserves the right to decline the application for the position. Applications must be in English.
Veeam Software is an equal opportunity employer
and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.