Technical Support Engineer ( San José/Costa Rica ) at A1M Solutions

Santa Ana, San Jose, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Technical SupportIndustries

Requirements

In-depth and current knowledge of computer programs and hardware
Proficiency in customer relationship management (CRM) and task management software
Exceptional analytical and problem-solving skills
Advanced collaboration, communication, and interpersonal skills
Excellent organizational and time management skills
Advanced English (Mandatory)
Location: Parque Empresarial Forum 2, Santa Ana, San Jose, Costa Rica (On Site)
Experience: 2 or 3 years
Academic Background: Computer Systems Engineering, or related field
Work schedule: 8 am to 5 pm

Responsibilities

Provide initial support to end-users experiencing issues with desktop and laptop hardware and software, as well as network-related problems
Assist with issues related to mobile devices and other peripherals
Diagnose and resolve issues on Windows and Mac OS operating systems, as well as on mobile devices running iOS and Android
Configure and adjust desktops, laptops, hardware, software, printers, mobile phones, and peripherals according to end-user needs
Provide detailed instructions for application installation, ensuring users complete the process successfully
Document and log incidents and service requests in the internal ticket management system, including their respective resolutions
Escalate complex or unresolved issues to higher-level support staff
Assist in creating technical documentation and manuals (knowledge base - KB) for recurring or known issues
Create images and deploy laptops, desktops, and tablets to end-users, ensuring their proper functioning
Oversee hardware stock levels, track assets, and manage their receipt, preparation, and shipping
Plan and coordinate office moves, ensuring that technological equipment and devices are relocated properly
Provide specialized support for VIP users (White Glove Support), including quick issue resolution, proactive device monitoring, and health checks
Offer personalized training on new tools and applications for executives and provide exclusive onboarding processes

Skills

Key technologies and capabilities for this role

WindowsMac OSiOSAndroidHardware TroubleshootingSoftware ConfigurationTicket ManagementAsset ManagementImagingDeploymentPrintersPeripherals

Questions & Answers

Common questions about this position

What is the work location and arrangement for this role?

The position is located at Parque Empresarial Forum 2, Santa Ana, San Jose, Costa Rica, and follows an On Site work model.

What experience and education are required for this Technical Support Engineer position?

Candidates need 2 or 3 years of experience and an academic background in Computer Systems Engineering or a related field.

What key skills are needed for this job?

Required skills include in-depth knowledge of computer programs and hardware, proficiency in CRM and task management software, exceptional analytical and problem-solving skills, advanced collaboration and communication skills, and excellent organizational and time management skills. Advanced English is mandatory.

What is the work schedule for this position?

The work schedule is from 8 am to 5 pm.

What makes a strong candidate for this Technical Support Engineer role?

A strong candidate will have 2-3 years of experience, a degree in Computer Systems Engineering or related, advanced English proficiency, and skills in troubleshooting Windows/Mac OS, hardware/software configuration, customer support, and asset management.

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