Ingeniero de Soporte Técnico ( Costa Rica / Heredia ) at A1M Solutions

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

3-4 years of experience in technical support (up to 3-6 years)
Advanced and/or fluent conversational English (exclusive requirement, evaluations will be conducted)
Graduated with a bachelor's degree in systems engineering or related field (associate's degree or higher in IT, computer science, or related field preferred)
Basic IT knowledge in Windows OS, Microsoft Office, Android, iOS, and common software applications
Basic IT knowledge in hardware support, maintenance, and support for company devices
Troubleshooting skills
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills; excellent communicator, culturally sensitive, patient
Customer service driven, understands the importance of business confidentiality and user privacy
Previous experience in a technical support or service desk role is an advantage
ITIL certification (at least ITIL v4 Foundation) is an advantage

Responsibilities

Investigate incoming TI incident tickets
Fulfill TI service requests, such as creating and configuring user accounts, and assist with initial access setup
Provide user support via calls, chat, and ticketing tools
Provide assistance to other teams to help with backup activities
Collaborate with various stakeholders across the company, including global teams, to provide support
Provide assistance and preparation of meeting rooms for VIP users
Keep meeting rooms always operational, performing checklists on these devices
Maintain printer devices functioning; in case of issues, request assistance from the provider

Skills

Key technologies and capabilities for this role

WindowsMicrosoft OfficeAndroidiOSHardware SupportTroubleshootingTicket SystemsUser SupportEnglish Advanced

Questions & Answers

Common questions about this position

What is the salary range for this Technical Support Engineer position?

The salary range is USD 600.00 to USD 800.00, depending on experience.

Is this position remote or does it require working in an office?

The position is based in Heredia, San Francisco, America Free Zone, indicating an on-site role.

What skills are required for this technical support role?

Required skills include 3-4 years of experience in technical support, advanced English (conversational fluency, evaluated), basic IT knowledge in Windows, Microsoft Office, Android, iOS, hardware support, troubleshooting, and strong communication skills.

What is the company culture like for this role?

The culture emphasizes customer service-driven mindset, cultural sensitivity, patience, excellent communication, and understanding of business confidentiality and user privacy, with collaboration across global teams.

What makes a strong candidate for this technical support engineer position?

Strong candidates have 3-6 years of experience, a degree in systems engineering or related field, advanced English, ITIL certification (at least Foundation v4), and prior help desk experience.

A1M Solutions

Design and data support for government healthcare

About A1M Solutions

A1M Solutions specializes in providing design, data, and policy-informed support for government healthcare programs, with a focus on serving disadvantaged populations. The company leverages expertise in government healthcare programs, data analysis, and policy/legislation to design effective business strategies and enhance digital service delivery, utilizing agile research and insights to untangle complex problems and generate thoughtful solutions.

Chico, CA, USAHeadquarters

2018Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Social ImpactIndustries

11-50Employees