Job Function: Software & Cloud The role:
We are thrilled to announce an opportunity to join our team as:

SCOPE: COSTA RICA, SAN JOSÉ| FULL-TIME | ON SITE|

We are seeking highly motivated individuals to join our inaugural Returnship Program (SOAR) in IT Support.
This paid program is designed to provide support and integrate talented professionals who have taken a career break of at least 6 months and are re-entering the workforce.
As a participant in SOAR, you will have the opportunity to update and enhance your skills while working on meaningful projects within our organization.

PROFILE REQUIREMENTS

• Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields.
• Demonstrable experience in providing on-site support as a support analyst in a similar IT environment.
• Strong knowledge of operational workflows and support procedures.

REQUIRED SKILLS

• Expertise in equipment maintenance, both at the hardware and software levels, including printers, VPN, and technical diagnostics.
• Experience with management tools, equipment support, and incident management software.
• Strong problem-solving abilities and the ability to manage multiple tasks simultaneously.
• Outstanding communication skills and ability to effectively communicate with different teams and users.
• Ability to work under stress and handle challenging support situations efficiently.

PREFERRED SKILLS

• Familiarity with ITIL frameworks and standard methodologies for incident management.
• Experience in IT support in a large-scale, enterprise-level organization.
• Ability to support a wide range of systems and platforms.

• Deliver high-quality service to users, offering timely and effective solutions to requests and issues.
• Lead and resolve incidents and requests across various operational areas.
• Diagnose and fix complex technical issues, advancing as needed while following defined advancing channels.
• Work closely with teams from different functions to ensure operational issues are addressed promptly and efficiently.
• Maintain and support hardware and software infrastructure to ensure optimal performance.
• Ensure incident management processes are followed, from initial report through to resolution.
• Develop and maintain documentation for fixing, operational procedures, and user guides.
  What we need to see from you: