GCC IT Support

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What We'll Bring:

We are looking to hire a GCC IT Support engineer to join our Global Support team in Costa Rica. The ideal candidate will drive an engaged, service-oriented culture, love people interactions, and be capable of meeting tight deadlines in a fast-paced environment. You are tech-savvy and have a passion for technology solutions, as well as customer centric.
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

What You'll Bring:

The primary responsibility is to support GCC Costa Rica systems including corporate systems as well as business systems (Office, Workday, among others). You will also be focused on the following:

·       Equipment set up and inventory, onboarding and off-boarding, onsite support and new hires activities for GCC Costa Rica employees

·       Test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows.

·       Install, diagnose, repairing, maintain, and upgrade corporate End points (laptops, Windows, Mac, and AWS Workspaces) to ensure optimal workstation performance.

·       Document user requests and update client trouble tickets with the status of the issue.

·       Communicate effectively with non-IT people within or outside the company and be able to make informed decisions quickly.

·       Develop and deploy solutions for computer-related problems and take action to troubleshoot and resolve issues when they arise.

·       Test new hardware and software and deploy the installation of computers and mobile devices.

·       Coordinate with other teams or specialists to troubleshoot and resolve issues as needed

·       Handle escalations.

·       Work independently within established procedures associated with the specific job function.

·       Create appropriate support documentation and knowledge base in a bid to help all users quickly troubleshoot problems.

Impact You'll Make:

Key requirements

·       Associate’s or bachelor’s degree from an accredited institution in Computer Science or related field or have related work experience

·       Ability to work after hours and/or weekends when needed

Competencies

·       Excellent communication and writing skills in English and Spanish

·       Ability to work independently and in a team environment

·       Creative problem-solving skills

·       Service first mentality

·       Ability to learn quickly, work well under pressure, and meet tight deadlines

·       Flexible, highly organized, open to feedback with excellent follow-through skills

Technical Skills

·       Technical Desktop Skills required, including previous experience in:

o   Contact Center Support environment

o   Onsite support

o   Support Ticket systems

o   Familiar working with Incident and Request management

·       Working knowledge of MS Office applications for clients

·       Experience working with senior-level executives

·       Operating Systems (PC, MAC and VDI extensive knowledge)

·       IT Asset Management Experie

Great to have:

·       Comprehensive understanding of data analysis techniques

·       Maintain Data Reports

·       Basic Scripting and Programming Experience

·       Basic knowledge on Linux/Unix

·       Project Management

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Sr Technician, IT Support