Offer summary

Qualifications:

2+ years of experience in remote and desk-side user support and computer repair., Proficient in supporting and deploying Windows desktop OS, Mac OSX, and mobile operating systems (iOS, Android)., Strong technical skills in troubleshooting and maintaining computer workstations and peripherals., Ability to provide excellent customer service and technical support to end-users..

Key responsabilities:

Provide 1st-3rd tier support for over 1,400 end-users in a Microsoft Desktop environment.

Analyze, install, configure, troubleshoot, and maintain computers, software, and associated peripherals.

Manage service requests and incidents using the ITIL methodology through the Service Desk system.

Deliver professional technical support and customer service both in person and remotely.

Job description

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.

We believe in long-lasting relationships with our talent. We invest time getting to know them as individuals and understanding what they are looking for as their professional next step.

We aim to find the perfect match. As agents, we make sure to pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent, fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits

Work from everywhere
Private Medical Insurance
English Academy for Employees and Relative
Business Skills Coach – Certifications
Discounts with Tech Universities
Events and additional Perks

This is a remote position for Costa Rica and Colombia
This position is Remote to work with a US Company, you will require to have Citizenship or work permit from Costa Rica or Colombia to apply for this role

Job Description

Description
Under the direct supervision of the Information Technology (IT) Manager, the Service Desk Analyst is responsible for 1st-3rd tier support of 1,400+ end-users in a Microsoft Desktop environment as part of a fun, dynamic team. This position is also responsible for installation, relocation, and maintenance of computers, software, and equipment. The Service Desk Analyst also provides support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment.

Essential Job Functions:

Analyze, install, configure, troubleshoot, maintain, and repair computer workstations (wired and wireless), printers, scanners, mobile devices, and other associated peripherals.
Set-up new equipment and relocate existing equipment.
Configure and install new desktop systems and peripherals.
Install and maintain authorized software.
Provide front-line support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment.
Using the Service Desk system, perform cradle-to-grave management of service requests, incidents, and problems using the ITIL methodology.
Manage user account provisioning and related tasks.
Provide excellent, professional technical support and customer service to end-users both in person, on the phone, and via web chat.
Evaluate each phone call and on-site visit to determine appropriateness of response and referral of IT staff based on need and severity.
Remain on-call in a rotating system, prioritizing each call and escalating calls based on importance.
Travel regularly via personal vehicle to various office locations to provide service.
Available to work occasional night and/or weekends.
Timely arrival for all scheduled work shifts. Employees must call prior to the start of shift to inform manager if they cannot report.

Qualifications
Behaviors
Required

Team Player: Works well as a member of a group
Innovative: Consistently introduces new ideas and demonstrates original thinking
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations
Required

Goal Completion: Inspired to perform well by the completion of tasks
Self-Starter: Inspired to perform without outside help
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
Job Security: Inspired to perform well by the knowledge that your job is safe

Experience
Required

2+ years’ experience with remote and desk-side user support and computer repair.
Experience supporting and deploying Windows desktop OS, Mac OSX, Mobile Operating Systems (iOS, Android), and related technologies

Required profile