ATS (Advanced Technical Support) Engineer – Weekend Schedule - AFZ Heredia

Descripción de la oferta

Job Description

Job Summary
1- Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.
2- Frequently contributes to the development of new ideas and methods.
3- Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
4- Leads and provides expertise to functional project teams and may participate in cross-functional initiatives.
5- Acts as an expert by providing direction and guidance for process improvements and establishing policies, frequently representing the organization to external customers and clients.
6- Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives.
7- Contributes through trainings to upskill peers or stakeholders.

Schedule
-------8 working hours per day, including weekends, with 2 fixed days off during the week.---------

Responsibilities
1- Successfully resolve technical issues from incoming internal or external businesses, end users, and proactive notification systems.
2- Respond to service, product, technical, and customer-relations questions on features, specifications, and repairs of current and discontinued products, parts, and options, based on customer entitlement ranging from warranty through mission-critical.
3- Proactively assist businesses and end users to avoid or reduce problem occurrence.
4- Act as a mentor and guide to other employees, providing direction and guidance for process improvements.
5- Clearly articulate, recommend, and explain solutions to customers, while understanding and utilizing ITIL.
6- Represent and lead a company team in face-to-face customer visits, industry conferences, trade shows, and vendor meetings, while actively partnering with the sales team.
7- Collaborate and coordinate with both technical and business stakeholders, internally and externally.
8- Identify potential risks to the business or executive escalations.

Education and Experience
1- First level university degree in engineering or a technical field, typically equivalent to three or four years of study beyond high school, or equivalent experience.
2- Five to seven years of experience in relevant technologies and customer environments.
3- Relevant industry certifications or qualifications where applicable.

Technical Knowledge Required
1- Communication protocols such as SNMP, web services, and networking technologies.
2- Network protocols including TCP/IP, DNS, DHCP, SNMP, and networking tools like Wireshark and MIB tools.
3- Knowledge of configuring cloud infrastructure with strong understanding of cloud-related issues and troubleshooting.
4- Microsoft Internet Information Services (IIS) for general web hosting.
5- Experience with Cluster and Network Load Balancer (NLB) for high-availability configurations.
6- Security concepts and protocols such as authentication, encryption techniques, HTTPS/SSL/TLS, 802.1x, certificates, and IPsec.
7- Wireless networking.
8- Network topology.
9- Windows Server operating systems and Windows updates.

Preferred Certifications and Skills
1- SQL database experience.
2- Cloud knowledge (Azure, AWS, GCP).
3- Familiarity with programming or scripting.
4- Printing firmware and fleet management software.
5- Active Directory knowledge.
6- MacOS knowledge.
7- Linux knowledge.
8- General knowledge of proximity readers and proximity card formats used for device authentication.
9- Understanding of services.
10- Process and performance monitoring.
11- Basic printer hardware knowledge.

Knowledge and Skills
1- Excellent verbal and written communication skills in the supported language.
2- Advanced troubleshooting skills in a technical environment.
3- Strong analytical and problem-solving skills.
4- Advanced knowledge of software and hardware across computing, storage, and peripheral devices.
5- Familiarity with multiple product lines such as proactive and reactive support, storage, and enterprise systems.
6- Proficiency with case management databases and tools.
7- Superior customer service abilities.
8- Experience with phone, remote, and e-support.
9- Ability to solve and document solutions for other technicians and customers.
10- Ability to mentor new team members and train peers on solutions.
11- Ability to take ownership of escalated cases and lead resolution plans.
12- Ability to provide expertise to teams or projects.
13- Highly developed knowledge of complex solutions.

Requerimientos

• Educación mínima: Universidad
• 5 años de experiencia
• Idiomas: Inglés

Palabras clave: apoyo, support, soporte, ingeniero, engineers, ingeniera, ing, engineer

Hace 6 días (actualizada)

Acerca de T&TA de Centroamerica

T&TA de Centroamérica, es una empresa especializada en Soluciones Integrales de Tecnología de Información (comercialización de productos, servicios, soporte, consultoría, adiestramiento y servicios de outsourcing). Para esto, contamos con recursos humanos altamente especializados, provenientes de las más importantes empresas multinacionales en Tecnología de Información de la Región. En la actualidad, T&TA de Centroamérica, posee una alianza estratégica de negocios (Business Partner) con Hewlett-...

T&TA de Centroamérica, es una empresa especializada en Soluciones Integrales de Tecnología de Información (comercialización de productos, servicios, soporte, consultoría, adiestramiento y servicios de outsourcing). Para esto, contamos con recursos humanos altamente especializados, provenientes de las más importantes empresas multinacionales en Tecnología de Información de la Región. En la actualidad, T&TA de Centroamérica, posee una alianza estratégica de negocios (Business Partner) con Hewlett-Packard, una de las principales y más reconocidas Empresas proveedoras de Soluciones Tecnológicas a nivel mundial. Nuestro principal objetivo es entregar soluciones con los más altos Estándares de Calidad sobre la base de Metodologías Globales y Estándares en Gerencia de Proyectos y Procesos utilizados en las mejores prácticas de la industria. Cabe resaltar que, operamos en Ecuador, Venezuela, Costa Rica, Panamá y Colombia. En la actualidad, nos encontramos desarrollando estrategias para ampliar nuestros horizontes hacia otras regiones de Centro América, Andina y del Caribe.