5 Ofertas de Engineering Services Supervisor en San Rafael

Technical Services Administrator - Talent Community
Job ID

Posted
04-Sep-2024
Role type
Full-time
Areas of Interest
Customer Service, Digital & Technology/Information Technology
Location(s)
Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica
CBRE is using this platform to provide general information to individuals who want to learn more about a career at CBRE. If an opportunity opens that matches your qualifications, we will reach out to you at that time. We are growing a world-class organization with a world-class team and appreciate your interest in CBRE. We welcome you to explore our Careers ( page and apply directly to any positions that interest you. We will not consider the submission of resumes on this platform as an expression of interest in any posted position at CBRE.
**About the Role:**
This position provides Tier 1 tech support related to the administration of SharePoint websites and Power Platform solutions. Focused time management, exemplary customer service, and problem-solving skills along with the ability to prioritize are keys to success in this position. The nature of the position requires an ability to communicate clearly on a variety of different levels, both externally and internally.
**What You'll Do:**
+ Process, manage, monitor and perform quality assurance on support requests.
+ Maintain 99% (or higher) Service Level Agreement compliance
+ Utilize SharePoint and Microsoft Office products to update web content.
+ Provide content delivery by following established web publishing processes.
+ Provide web best practices consulting as needed, and other project or web support duties as assigned.
+ Oversees and manages service documentation.Performs quality assurance on all services being developed for clients to ensure quality. 
+ Processes, prepares, and assists in maintaining support metrics and monthly business reviews for all services. 
+ Assists with project administration deliverables (i.e. meeting minutes; budget tracking; schedule updates; move management; closeout).
+ Other duties may be assigned.
**What You Need:**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ Associates or bachelor's degree and/or 2-5 years of experience in a related field.
+ Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
+ Customer service (call center, retail, etc.) experience preferred.
+ Advanced proficiency in Microsoft Office Suite including SharePoint, Power Platform, Word, PowerPoint, Excel, and Outlook.
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing 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.

**Qualifications**:
**Required/Minimum Qualifications**
- 3+ years technical support, technical consulting experience, or information technology experience
- 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.
- Business level fluency to read, write and speak English.

**Additional or Preferred Qualifications**
- Microsoft Technology Certifications.
- Fluency to read, write and speak Portuguese.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
**Responsibilities**:
**About the Role**:

- You will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your investigation over the phone and Web.**How your day looks like as a Support Engineer - main responsibilities**:

- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft software products, and manage relationships with those customers.
- Be flexible to work in different shifts.
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
- Acquire & coordinate resources from other groups as needed to resolve customer issues.
- Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved.
- Share knowledge with other engineers and develop customer solutions efficiently.
- Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.
Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training.
- Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
- Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.

**Qualifications**:
**Qualifications**:
**Qualifications Required**:

- 3+ years technical support, technical consulting experience, or information technology experience 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.
- 3+ years of **Enterprise** technical customer support experience or software development experience
- 3+ years of technical experience in **at least 3** of the following:

Knowledge of MVC frameworks, particularly ASP.NET MVC.
- Knowledge of IIS configuration and how HTTP requests are handled by IIS.
- Knowledge of Azure App Services and Cloud Services is an added advantage.
- Knowledge of database technologies in one or more of the following: MSSQL, MySQL, MariaDB, MongoDB, PostgreSQL, Redis, and CosmosDB a plus.
- Technical experience in continuous integration (CI) and continuous deployment (CD) with one or more of the following: Azure DevOps, Jenkins, Oryx, Git, GitHub, Bitbucket.
- Knowledge of programming and/or troubleshooting technical issues with experience of (1/2/3)+ years and a solid foundation on the basics of programming in one of the following languages: C#, Python, JavaScript, Node, PowerShell, Java
- Knowledge of troubleshooting Rest Api Calls using Postman or some other REST API tool with familiarity in REST communication structures
- Header, Body, Methods, and Http Status Codes.
- Familiarity with Browser, F12, and/or Network Traces
- Experience / comprehension of process architecture (Introductory level is fine here)

**Preferences**:

- Familiarity with GitHub, DevOps, Visual Studio Code, Visual Studio Deployments
- Networking skills or understanding network traces
- Familiarity with the

**Additional Information** Supervisor de Ingeniería y Mantenimiento
**Job Number**
**Job Category** Engineering & Facilities
**Location** Courtyard by Marriott San Jose Escazu, Calle Marginal Norte, Plaza Itskatzu, San Jose, Costa Rica, Costa Rica, 10203VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Install, maintain, perform preventative maintenance on, and recommend replacement of tools, appliances, and equipment. Calibrate all controls, gauges, meters, etc. Identify, locate, and operate all shut-off valves. Order, mark, and stock parts and supplies as needed. Maintain inventory and purchase orders log. Inspect tools, equipment, or machines. Enter and locate work-related information using computers. Operate power lift. Complete the life safety checklist, including the fire-pump run test and generator run test. Inspect fire sprinkler valves and alarm systems. Assist in development of disaster response protocols. Respond and attend to guest, associates and all others repair requests as they need. Support maintenance team in normal operation as they need.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report maintenance problems, safety hazards, accidents, or injuries; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and assist individuals with disabilities. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Speak with others using clear and professional language. Visually inspect tools, equipment, or machines. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight. Stand, sit, or walk for an extended period of time. Move up and down stairs and/or service ramps. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: Technical, Trade, or Vocational School Degree.
Related Work Experience: At least 2 years of related work experience.
Supervisory Experience: At least 2 years of supervisory experience.
License or Certification: None
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
At Courtyard, we're passionate about better serving the needs of travelers everywhere. It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve - all while having fun.
In joining Courtyard, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.