Desktop Support Specialist

San Jose, Costa Rica (On-site) 

As a Desktop Engineer, you will play a pivotal role in ensuring the smooth operation of our desktop infrastructure. Collaborating with various teams, you'll deliver top-notch technical support and maintain an efficient desktop environment. This on-site role requires coverage five days a week, with occasional flexibility for planned support outside regular hours.

Responsibilities:

• Customer Service
  • Provide exceptional customer service by ensuring a positive experience for end users
  • Communicate effectively, empathetically, and professionally in resolving incidents and requests
• Desktop Support
  • Provide customer focused support for desktop-related issues, both on-site and off-site.
  • Respond promptly to customer inquiries, troubleshoot technical problems, and minimize downtime.
• Desktop Infrastructure Management
  • Install, configure, and maintain desktop operating systems and applications.
  • Collaborate with the IT team for standardized deployments and security measures.
• Hardware and Peripheral Management
  • Oversee desktop hardware inventory, installations, upgrades, and repairs.
  • Coordinate with vendors for hardware-related issues and warranty matters.
• User Training and Documentation
  • Develop training materials and conduct sessions to enhance end-users' technical skills.
  • Create and maintain documentation for self-service and issue resolution.
• Incident, Service Request, and Problem Management
  • Record and track incidents and service requests, ensuring timely resolution and adherence to SLAs.
  • Conduct root cause analysis and implement preventive measures for recurring issues.
• Office Ownership
  • Perform regular checks for office usability, stability, and uniformity.
  • Manage server rooms, respond to alerts, and assist with server commissioning and decommissioning.
• Collaboration and Communication
  • Work closely with cross-functional teams to resolve complex technical issues.
  • Provide clear and concise communication to end-users on ongoing support activities.

Qualifications:

• Proven experience as a Desktop Engineer or in a similar technical support role.
• Proficiency in supporting Windows and macOS operating systems.
• Strong knowledge of desktop hardware, software applications, and peripherals.
• Familiarity with desktop management tools, e.g., SCCM.
• Knowledge of scripting languages (PowerShell, Bash) for automation.
• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.
• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.
• Solid understanding of ITIL principles and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• IT certifications, such as CompTIA A+, MCDST, or similar, are desirable.

If this sounds like the ideal position for you apply today with an English version of your CV!