33 Ofertas de Help Desk en Costa Rica

Electronical Devices

**Requisitos**:

**12971BR**
**Title:**
Technician I, IT Support (Shift A)
**Job Description:**
Responsible for supporting associates with setting up new workstations and peripherals, processing new hires, role transfers, or separation requests and following procedures then documenting tasks appropriately. Provide quality and timely technical support for all onsite and remote end-users focusing on excellent customer service. Maintain proper hardware and software inventory y levels as well as participate in IT related projects. Job duties:
+ Triage, process, communicate, escalate, and resolve all assigned level I tickets through the IT helpdesk ticketing system.
+ Image workstations with default operating system using Microsoft Endpoint Configuration Manager to prepare for deployment to associates.
+ Coordinate and communicate with associates to replace workstation equipment to ensure an accurate transfer of all data and software applications.
+ Initiate and schedule with vendors to replace or fix hardware issues.
+ Troubleshoot and support all users globally using remote tools such as TeamViewer, Teams, etc.
+ Maintain and process associate status changes of user accounts and computers within Active Directory and within other software.
+ Wipe data from workstations using enterprise software and process for disposal of equipment.
+ Setup, configure and verify new Windows desktops/laptops or mobile devices.
+ Minimum hardware troubleshooting that includes workstations, mobile devices, and peripheral devices (printers, keyboards, monitors, mouse, etc.).
+ Install, configure, and support all enterprise application such as Microsoft 365 (e.g., Outlook, Word, Excel, SharePoint, OneDrive, Teams, etc.) and Adobe Creative Suite.
+ Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
+ Participate in departmental meetings and assigned projects or tasks by IT management.
+ Help maintain IT hardware inventory including workstations, monitors, docking stations, accessories, printers, etc.
+ Learn and assist users with utilizing AI tools such as Microsoft Copilot to enhance productivity and streamline workflows.
+ Gain proficiency in the Power Platform, including Power Apps, Power Automate, and Power BI to support and develop custom solutions for business needs.
+ Comply with applicable Laws and Regulations, adhere to Quality Management System processes and requirements as well as demonstrate Ethics and Integrity in all matters and at all levels throughout the organization.
+ Perform additional duties as assigned.
**Auto req ID:**
12971BR
**Location:**
Alajuela, Costa Rica
**Department Name:**
3205-Costa Rica Indirect
**Qualifications:**
1. Bachelor's or associate degree in the IT field in-progress or completed
2. Minimum one (1) year of experience in working within an IT help desk, support, or customer service role in an enterprise level organization
3. Basic understanding of IT technology such as computer hardware, Microsoft products (e.g., Outlook, Word, Excel, SharePoint, OneDrive, Teams, Windows Operating systems, etc.), and networking (e.g., DHCP, DNS, TCP/IP, VPN, etc.)
4. Strong customer service and interpersonal skills
5. Effective written and verbal communication skills
**Desired Qualifications**
1. Strong problem-solving, organizational, analytical, and critical thinking skills.
2. Strong interpersonal and relationship building skills.
3. Ability to work both independently and as a team member with minimal direction.
4. Ability to plan, organize, and manage time effectively.
5. Minimum two (2) years of experience in business intelligence, analytics, or relevant field.
6. Minimum two (2) years of experience in the medical device industry.
**External-Facing Title:**
Technician, IT Support
**Posting Country:**
Outside US
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

Your Role

Support Specialists provide first-line response to end user incidents received via service desk requests and office operational requirements. Support Specialists are generally focused on the day-to-day support of the region but must continually collaborate and communicate with the larger distributed team of support staff across the globe. The success of this position is linked to the overall performance of the team: the ability to cross-train other team members; and to share critical information in the goal of excellent customer service.

Support Specialists are primarily responsible for returning staff to billability as quickly as possible after a technology failure. Because the overall success of the technology support infrastructure is dependent upon this collaboration, Support Specialists are expected to be prodigious communicators and to share a hunger for knowledge about current and new technologies.

This position demands advanced knowledge of Microsoft O365 services, Power BI, PC, laptop, printer and server hardware and between three and five years of experience in IT support in large dynamic environments. Combined with a proven sense of ownership and excellent customer service, this support individual provides first and second level support in response to service desk incidents and requests from onsite and remote office clients with minimum supervision and direction. It is critical for this position that clients (end users) experience mínimal downtime. This position empowers the team’s effort with focus on proven problem-solving process skills with an in-depth knowledge of client needs and time constraints.

What You Will Do
- Accept travel requests for on-site configuration and support in satellite or regional offices
- Assist the Regional Technology Director (RTD) and local IT Manager in educating end users about desktop policies and in enforcement
Visit clients to evaluate their business software and hardware needs when requested; Provide informed recommendations to client and RTD that complies with firmwide standards
- Assist RTD to establish and maintain reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops
- Triage service desk incident queues to ensure quick incident assignment; Prioritize incidents to optimize all available resources
- Ensure that all critical incidents are responded to immediately during business hours and reasonably after hours; Escalate tickets as necessary to RTD requesting non-standard software or hardware
- Creating MS Excel and Power BI reports and dashboards
- Managing MS SharePoint sites
- Application support
- Meeting room and event-based A/V support
- Active directory-based User and Computer group management
- Imaging and deployment administration
- MAC administration and support
- Process automation
- Server virtualization and administration assistance
- Software and hardware asset inventory tracking and management oversight
- User accounts, data storage and security administration assistance
- Telecom and mobile device support

Your Qualifications
- Minimum 3 years of experience prior IT technical support and customer service experience, preferred background in the architecture or engineering industry.
- Associates Degree in Technology, Engineering, Computer Science, or technical trade school.
- A+ Certification in desktop support or willingness to achieve certification within the first year
- Extensive knowledge of Windows 10, Microsoft O365 cloud services
100% bilingual English/Spanish, well written with excellent verbal communication skills
- A proven record, performing in a dynamic, team-based, technology support environment
- Experience in server support and occasional off hours maintenance
- Knowledge of basic networking concepts and desktop troubleshooting
- Ability to disconnect, lift and move PC’s and monitors (50 lbs) to new desks; Maneuver under counters and in tight spots to run cables and wires for PCs
- Current knowledge of MS Teams telephones and Apple iPhone enterprise support
- Strong communication and customer service skills

Life at Gensler

At Gensler, we are as committed to enjoying life as we are to delivering best-in-class design. From curated art exhibits to internal design competitions to “Well-being Week,” our offices reflect our people’s diverse interests.

We encourage every person at Gensler to lead a healthy and balanced life. Our comprehensive benefits include subsidized health and life insurance, profit sharing, annual bonus, LinkedIn learning, holiday observance, additional PTO days every 5 years and employee assistance programs.

As part of the firm’s commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in

The position has the responsibility for researching, troubleshooting and supporting multiple clients applications located in LATAM region who uses a wide brand of technologies and environments.
The role of **support Engineer** requires the expertise and skills to diagnose serious issues and provide exceptional support for mission-critical applications as part of Platform Services Team.
**Essential Responsibilities**
+ Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
+ Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
+ Troubleshoot, research, analyze and work with appropriate resources to solve problems
+ Identify and escalate situations requiring urgent or additional attention
+ Judgment must be used in prioritizing client requests and managing escalation workflow.
+ Complete work on assigned projects to supervisor's satisfaction on time.
+ Be on the rotation schedule for after-hours emergency support
+ Assist in testing during the rollout of new features product upgrades
+ Create product how-to documents, tutorials using tools such Wiki and Collaborate
+ Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
+ Solve complex customer issues using methodical troubleshooting.
+ Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
+ Support client customizations, sharing implementation and best practices advice
+ Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
+ Create scripts to identify, analyze and correct platform issues
+ Own, build, administrate and maintain cloud development, production and business infrastructure and services
+ Use automation tools and scripting to automate process of building and maintain infrastructure and services.
+ Able to operate effectively, even when things are not clear, or the way forward is not obvious
+ Create and keep up to date monitoring, alerting and reporting for infrastructure and services.
+ Adept at learning quickly, applying insights from past efforts to new situations.
+ Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
+ Collaborate with team members in a virtual team environment to extend field experience to different client situations
+ Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
+ Other job related duties and responsibilities may be assigned from time to time
**Soft Skills and Expectations**
+ Focus on customer support and the ability to build successful working relationships with Clients
+ Excellent interpersonal, presentation and communication skills, verbal & written.
+ Extreme focus on Client satisfaction and client relationship management
+ Exceptional verbal and written communication.
+ English Language skills, both written and verbal are a must
+ Ability to work calmly and professionally in high pressure situations
+ Attention to detail and the ability to learn quickly
+ Must be extremely comfortable interacting with customers
+ Must have strong problem solving and troubleshooting skills.
+ Must be able to learn new software products and embrace new technology.
+ Trustworthy, reliable, and dependable.
+ Positive team player.
**Basic Qualifications**
_Middleware_
+ 3+ years' of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND)
+ 3+ years' Experience administering SSO products (AD, SiteMinder, etc.)
+ Installing, configuring, troubleshooting WebSphere.
+ 3+ years' MQ server/cliente (minimum version 8) setup, configure and troubleshooting
+ WebSphere MQ, WebLogic Application Server, Tomcat
+ Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting
_System Administration & Support_
+ 3+ years' with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required.
+ Demonstrated scripting skills through Python, Shell or others.
+ Skilled in the configuration, maintenance of Linux systems
+ Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow)
_Database (desired)_
+ 3+ years' experience as Oracle DBA with Oracle RDBMS 11g/12c.
+ Direct support of application end-users in a corporate environment.
+ Experience on Dataguard, Datapump, RMAN, database migration
+ Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL).
+ Knowledge of Oracle maintenance/patching mechanics.
+ 3+ as MS SQLServer DBA (version 2014 minimum required)
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**Job Family Group:**
Technology
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**Job Family:**
Systems & Engineering
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**Time Type:**
Full time
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**Most Relevant Skills**
Please see the requirements listed above.
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**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
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_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

**Our vision**:A world where everyone is free to focus on their most purposeful work, together.

**Ready to become a Wriker?**:
We have 50+ support agents across several locations, plenty of challenging tasks, and ambitious plans for the future. It would be routine and ad-hoc tasks and projects, including delegated OKRs at some point. You can get access requests, troubleshooting & consulting tasks. You should help to ensure the continuous operation of support systems as well as their improvement for increased efficiency for our agents and satisfaction of our customers. It may require close communication with our vendors, developers, and also with the broader Customer Success Organization and other managers.

**More about Your team**:
Wrike Support is a diverse multicultural team, responsible for building relationships with our customers, helping them with our product, and assisting them with any challenges they encounter. As a part of the Operations team, you will be responsible for supporting the day-to-day operations and software systems used by Wrike Customer Support, and Customer Success Organizations.

**How You'll make an impact**:

- Maintain several systems (Zendesk Suite, Talkdesk, MaestroQA, PagerDuty, etc.) including user administration and integration support
- Manage the queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
- Identify potential areas of improvement and implement new features, processes, and systems to address them
- Understand internal customer needs and business context to provide outstanding support and maintain high customer satisfaction.
- Coordinate both departmental and cross-functional activities related to supporting systems.

**You will achieve your best if you have**:

- English fluency spoken and written.

**You will stand out with**:

- Strong time & task management skills.
- Ability to stay organized under a workload of ad-hoc, recurrent, project, and proactive tasks with a wide range of priorities.
- Ability to communicate effectively with colleagues and managers.

**What's next?**:

- Interview with the Recruiter (30 mins)
- Interview with the Hiring Manager (1 hour)
- Technical Interview (1 hour)

**Your recruitment buddy will be** Juan Molino, Senior TA Representative.

LI-JM1

**Who Is Wrike and Our Culture**:
We're a team of innovators and creators who solve the complex work problems of today and tomorrow.

**Our persona**:
**Smart**: We love what we do, and we're great at it because this is our domain. Our combined knowledge in this space is unmatched.

**Dedicated**:We get up every day focused on helping our customers win. We're committed to helping our teammates win, too!

**Approachable**: We're friendly, easy to get along with, considerate, and helpful.

**Our culture and Values**:
**Deliver Business Outcomes**

**Be better than the competition**

**Move fast. Then, move faster**

**Know our customers**

**We win together**

**Have courage

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Business Program Evaluation and Improvement**
+ Conducts cost-benefit analyses to examine performance to value drivers (e.g., profit and loss (P&L), return on investment (ROI)). Contributes to monthly business review (MBR), and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.
+ Collects and evaluates success criteria (e.g., ROI, SLAs, OKRs, KPIs) and performance metrics (e.g., acquisition, usage, impact, effectiveness, customer feedback) and uses scorecards and dashboards to monitor complex programs and ensure all activities align with business and program objectives. Uses data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans and opportunities to streamline and optimize programs based on lessons learned, and plan to sunset programs that are no longer necessary or meeting objectives.
+ Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Defines vision and strategy for change, broad and specific impact, and the flow of communication and interaction with the organization to drive a change management process. Ensures buy in and adoption of the new program or change by others in the organization using change management methodologies and techniques. Develops the collateral required to enable key stakeholders and others to be onboard. Contributes to identifying training and reskilling needs, and mapping of individuals in partnership with Human Resources (HR). Partners with business process outsourcing (BPO) vendors to ensure that their contractors have the proper skills and capabilities Microsoft requires.
**Business Program Excellence and Execution**
+ Evangelizes complex programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., OKRs and KPIs) to demonstrate the value of the program and show business impact through storytelling and using scorecards and real time dashboards. Adapts communication style and storytelling strategy according to audience and business needs.
+ Defines and executes on a landing and communication plan (e.g., target audience(s), communication strategy) informed by Microsoft's security principles. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Works across teams (e.g., Landing Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.
**Business Program Management**
+ Demonstrates an understanding of mapping or how systems work and impact one another using process flow mapping tools. Works with and leverages other teams (e.g., Supply Chain, Engineering, Sales) and senior stakeholders to ensure program processes are rigorous, informed by security principles and executed efficiently. Develops processes around scope and scheduled changes for programs, and communicates it to stakeholders.
+ Contributes to or leads a portfolio of projects including the project plan, documentation of roles and responsibilities (e.g., responsible, accountable, consulted, informed (RACI) framework), timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes.
**Business Program Planning and Design**
+ Defines and tracks the success criteria (e.g., return on investment (ROI), service level agreements (SLAs), objectives and key results (OKRs) and key performance indicators (KPIs)) and performance metrics (e.g., quality, adoption, usage, impact, effectiveness) for the program, and identifies which data will result in data-driven decision making.
+ Performs program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examines business insights and trends (e.g., customer feedback and expectations) to identify stakeholders and program scope, and stay current, agile, and competitive. Understands overall business goals, objectives, and strategies, as well as short- and long-term business priorities (e.g., artificial intelligence (AI), security, efficiency, quality). Understands and identifies current program risks, impact, and mitigation plans.
+ Works with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design complex security-, privacy-, and other regulatorily-compliant programs from initiation to delivery, with minimal coaching. Produces collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
+ Identifies and scopes opportunities to develop new programs and improve current ones. Identifies and provides solutions to root problems (e.g., root-cause analysis), defines the program strategy, gathers program requirements, establishes and maintains alignment with stakeholders/leaders, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record. Improves operations of existing programs by identifying appropriate methodologies and best practices, defining and diagnosing complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in complex program issues and strives for simplification. Ensures security principles are incorporated into all planning processes.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required/minimum qualifications**
+ Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
+ OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.3+ years prior product, customer support and/or technical support experience.
+ Language Qualification English Language: fluent in reading, writing and speaking.
+ 2+ years' experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
+ Demonstrated problem solving and troubleshooting abilities, with experience using a range of data collection tools and methods to analyze issues, determine root causes, and develop solutions
+ 2 Years within CSS support as an engineer, Technical Advisor or Partner Technical Advisor Preferred candidates would have experience working within the SCIM or ASIM SBUs
+ Ability to create training or documentation related to customer support
**Other Requirements:**
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
**Additional or Preferred Qualifications:**
+ Proven experience in project management, preferably in a support or IT environment.
+ Ability to analyze data and make informed decisions.
+ Experience with support tools such as ticket management systems, CRM, and diagnostic tools.
+ Knowledge of ITIL or other support frameworks.
+ Ability to work in a fast-paced and dynamic environment.
#CES #CSS #SCIM
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues regarding Microsoft Defender tool. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Response and Resolution**
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
**Readiness:**
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
**Product/Process Improvement:**
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
**Other**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
- 3+ years technical support, technical consulting experience, or information technology experience
o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
- Customer facing support background, including supporting large and complex geographically distributed enterprise environments with 1000+ users
- Language Qualification: fluent in reading, writing and speaking English
**Other:**
_Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter._
**Preferred Qualifications:**
- Microsoft Technology Certifications such as SC-900
- Competent on Windows Server, Windows Client, Active Directory or Azure Active Directory Administration
- Knowledge in Linux or Mac administration
- Familiarity with AV and EDR solutions
- Experience with Microsoft tools like procmon and Windows Performance Analyzer.
#CES #CSS #SCIM
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customers' challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies, inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.
What will you do:
● Research, reproduce, troubleshoot, and solve highly challenging technical issues
● Provide thoughtful direction and support for technical inquiries
● Ensure that customer issues are resolved as expediently as possible
● Diagnose and reproduce customer-reported issues and log JIRA tickets
● Participate in on-call rotation for after-hours, holiday, and weekend support coverage
● Create code samples, tutorials, and articles for the DataStax Knowledge Base
● Collaborate and contribute to the Support Team infrastructure tools and processes
● Fulfill the on-call rotation requirements of this role
**Required technical and professional expertise**
● 4-6 years of experience supporting large enterprise customers in a customer-facing support role
● Experience with supporting a Software as a Service Cloud product
● Experience with Grafana, Prometheus, Splunk, Datadog, and other monitoring solutions
● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
● Experience with pub-sub, messaging, and streaming solutions like Pulsar, Kafka
● Experience using APIs and understanding the app development lifecycle with a language or framework based on Java, Python, or Go would be preferred
● Experience/certifications with AWS/GCP/Azure deployments and associated cloud-based monitoring tools would be preferred
● Experience with Linux operating systems, including command line, performance, and network troubleshooting
● Excellent verbal and written communication skills
● Lifetime learner, self-motivated with the ability to multitask during high-pressure situations
● Proficiency in English
**Preferred technical and professional experience**
● Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
● Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
● Experience with escalation management and customer success or premium support
● Experience working in a fast-moving, high-pressure environment
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Job Description:**
**Join our Team! DEXIS** is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
**Who is DEXIS and why should you join the team?**
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We also offer:
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
+ Gourmet coffee, beverages, snacks, and lunches are available in our café.
+ Employee Lounge with ping-pong table and football table for downtime and employee fun!
**Where are we?**
We are located at Ultrapark 1, La Aurora, Heredia.
**POSITION SUMMARY**
The primary function of this position is providing day-to-day leadership and supervision of the Costa Rica DEXIS technical support team monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, and results driven.
This position will be an onsite in-office role, with core department hours of 7:00am - 5:00pm CT.
**Essential Duties and Responsibilities**
+ Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
+ Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement
+ Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
+ Ensure moderate to expert product knowledge exists within self and direct reports
+ Ensure ISO and FDA requirements are met within functional area
+ Manage customer escalations to resolution
+ Document session notes and complaints in appropriate systems.
+ Handle other duties and projects as assigned
**Job Requirements:**
The Technical Support Supervisor must be hands-on and detail-oriented, but also able to see the big picture. This role will have direct influence and impact to the Technical Support team members. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant constituents. The individual must be a professional, who can deliver results and develop the talent in their group. The Technical Support Supervisor must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.
**MINIMUM REQUIREMENTS**
+ 4-year college degree or equivalent industry experience.
+ 3 years of previous leadership experience
+ 1 year call center management/technical support/help desk leadership experience
+ 3 years Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
+ Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
**PREFERRED REQUIRMENTS**
+ Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
+ Understanding lean management via Envista Business System (EBS)
+ Leadership - Must be able to inspire others to act on key initiatives.
+ Teamwork - Must be willing and able to work closely and effectively with other departments, peers, etc.
+ Influence - Must be able to influence direct reports, peers, leadership staff, internal and external customers.
+ Results orientation - Must consistently deliver results.
+ Communication - Must be able to effectively communicate in both written and verbal forms.
+ Professional Work and Detail Orientation - Must have excellent attention to detail, and all work must be at a high level of professionalism.
+ Positive Attitude - Does what it takes to successfully accomplish goals
**Operating Company:**
DEXIS
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .