IT Service Desk Representative – Remote

Job Description:

“ This is a remote position - the candidate can be located anywhere in Costa Rica, but should be available to assist at the site if is required (UltraParkII)

At DXC we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace

People in Corporate Functions make DXC a well-run and high-functioning organization. Each team contributes to DXC's success and each individual delivers world class service and has opportunities to grow and learn.

About this role

Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, SAP basis, public clouds, private clouds, datacenter technologies, containers, middleware, DBs, Modern Device Management, Intelligent Collaboration, IT (HW&SW) Asset Management Services, Field Services and Technical Service Desk.

What you’ll do

Essential Job Functions:

Provide technical support in infrastructure services, responding to issues and assisting in tasks.

Contribute to infrastructure projects and tasks under supervision.

Participate in the monitoring and basic troubleshooting of infrastructure systems.

Work with the team to address infrastructure-related challenges and meet departmental needs.

Support the development of infrastructure documentation, including incident logs and records.

Continue to develop and enhance technical skills.

Apply problem-solving abilities to address infrastructure issues.

Follow established best practices and standards in infrastructure service delivery.

L1.5 Engineers will handle all internally elevated tickets
Handle ticket related to M365
Share feedback to the SME’s, Training, and Managers on the performance of the floor and it's technical needs
Share updates on the Articles that need to be edited or created 
Quickly responds to incident alerts and support calls. Identifies and coordinates with teams that are critical to the event’s resolution.
Provide floor Support 
Help frontline agents to resolve issues at the earliest
Share feedback to the SME’s, Training, and Managers on the performance of the floor and it's technical needs
Share updates on the Articles that need to be edited or created 
 

Who you are

Bachelor's degree in a relevant field or equivalent combination of education and experience

Typically, 2+ years of relevant work experience in IT services.

Proven experience in infrastructure technology analysis

Proficiencies in data analysis and problem-solving

English proficiency level B2+.

A continuous learner who stays abreast with industry knowledge and technology

Preferred Qualifications:

An advanced degree in a relevant field is a plus

Relevant certifications, such as CompTIA Security+, Cisco CCENT, or AWS Certified Solutions Architect, and Azure certifications are a plus.”

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.