Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
We are excited to offer an outstanding opportunity to join Thermo Fisher Scientific Inc. as an Engineer II, Systems Infrastructure in Heredia. As part of our world-class team, you will have the chance to contribute to essential projects that make a real difference in the world!
Position Description
We are seeking a skilled Technical Engineer to join our Remote Resolution Team. In this role, you will provide outstanding technical support to our clients through remote tools. You will be responsible for diagnosing and resolving technical issues related to software, hardware, and systems. The ideal candidate will have good communication skills, the ability to work independently and multi-functionally, and a passion for Information Technologies.
Roles & Responsibilities
- Provide remote technical support and a differentiated customer experience to clients via phone, email, chat, video, or remote access tools
- Fix and diagnose hardware, software, and network systems issues
- Identify and bring up critical issues to senior technical staff as needed
- Maintain accurate and detailed records of all technical issues and resolutions
- Adhere to standard procedures, follow detailed processes, and identify and advance inconsistencies with standard operating procedures and knowledge articles
- Follow up with clients to ensure their issues are resolved to their happiness
- Stay updated with the latest technology trends and advancements in the industry
- Collaborate with team members to develop and implement new technical solutions and process improvements
- Deliver training and support to clients on new technology systems as needed
- Attend meetings and training sessions to stay updated with organizational changes and updates
Minimum Requirements
BA degree OR equivalent combination of education and experience required
o Bachelor's degree in computer science or a related field
o 2+ years of experience in technical support or a similar role
Proficiency in Windows and Mac operating systems
Roles & Responsibilities
- Knowledge of networking, VPN (Virtual Private Network), and remote access tools
- Excellent problem-solving and analytical skills
- Ability to make decisions within defined criteria
- Strong verbal and written communication skills
- Ability to work independently and multi-functionally with team members
- Strong time management and organizational skills
- Ability to adapt to changing technology and client needs
- Good attention to detail and accuracy
- Collaborate with service providers to order equipment or services, dispatch vendors, and handoff to other providers.
- Prior experience with Service Now or a comparable Service Management (SM) Application
Required & Technical Skills
- Ability to solve, diagnose, and resolve issues on PCs and 3rd party applications supported by Corporate Infrastructure and Security
- Ability to follow, update, and edit Knowledge Base (KB) articles to tackle, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications
- Fix and support peripheral devices
- Software installation at PC level
- Read, write, and speak the local language
Desired Skills
- ITIL Certified
- A+ Certification
- Network+ Certification
- Certified Apple Support Technician
- Cisco CCNA Certification
If you are a motivated individual who loves technology and offers outstanding customer service, apply now!