CODIGO JOB PROFILE Position: Area: Analyst Service & Support (Técnico de Soporte IT) Tecnología de la Información (IT) Supervisor: Country: Sr Analyst Service & Support San José, Costa Rica - Forum I A. DESCRIPTION Responsible for the end user support, support the implementation of new projects and vendor management to meet or exceed the service levels and the business requirements. This person will need excellent documentation skills using most Microsoft office suite products, including Microsoft Visio. B. RESPONSIBILITIES Time % Please describe the main responsibilities as accurate as possible Provide local and remote level II support for all workstations, telecom, printers, UPS, switch network, wireless, patch panel and audio/video equipment by providing remote and desk side support using enhanced problem solving skills to ensure an optimal network and workstation environment. 30% Ensures customer expectations are met by providing exceptional customer service in a timely response and according with the service levels. 10% In-depth knowledge of a Windows Desktop environment (Microsoft Suit). Experience using application deployment tools and experience with Active Directory. 10% Ensures the company’s PC’s and LAN are properly maintained in alignment with corporate guidelines, policies and standards. 5% Maintains the inventory count of end user computer equipment (Printers, Desktops, Laptops, Thin Clients and Mobile phones) throughout the organization. 5% Support the implementation of new projects. This includes working with IT groups and leaders, and service providers. Able to coordinate Desktop/Laptop deployments. 30% Act as a resource for incident resolution. TOTAL 10% 100% C. REQUIREMENTS & QUALIFICATIONS AREA Education Percentage % 25% REQUIREMENT Career: Verification Computer Science, Systems Engineering, IT Pre Screening o related field. Diploma Bachelor's Degree 3 - 5 years Experience 15% At least three years of experience in Desktop support & Telecommunications. Pre Screening Work Certificates Previous employers Background Check 20% Technical skills: Good PC skills with Microsoft Office tools, experience with desktop technologies including Windows XP/7, MS Office 2016, web browsers, anti-virus, Ethernet Local Area Networks, printers and scanners. Knowledge in structured cabling, LAN-WAN Network, telecommunications, and maintenance Pre Screening of computer equipment. Knowledge of IP telephony, Cisco Wireless, HP * May vary depending on the requirement printers and ITIL as a plus. CCNA level knowledge is desired. Languages: Fully bilingual English/Spanish, both oral & written. Portuguese is a plus. Competencies: 20% Excellent planning and organization skills. High sense of urgency and stress tolerance. Strong customer orientation. Excellent listening skills. Ability to analyze and solve problems. Excellent communication skills, both oral and written. Good negotiation capacity / Vendor Management. Personal Interview Other Requirements TOTAL: 20% 100% ** Please check Special Requirements below. * May vary depending on the requirement Specific Requirements D. **Special Requirements Driver's License: Required. Passport: Required. American Visa: Required Availability to travel: Yes, 50% of the time. Please note: The responsibilities, requirements, competencies and qualifications may change and it depends on variations of the current business processes. The candidate agrees and accepts this conditions at the time of the application submission. Importante: Las responsabilidades, requisitos y habilidades descritas están sujetas a variaciones dependiendo de cambios en los procesos del negocio. El candidato acepta y entiende esta condición y con su participación manifiesta aceptación a la misma. Please Note: - Chiquita associates are given primary consideration for the first 3 business days of a job posting. - Chiquita associates willing to apply for the position must have at least 12 months in their current position, and inform their supervisor of their interest. - Interested applicants should submit their resume at: [email protected] - External candidates please submit your application by April 23rd, 2018. Importante: - Se dará prioridad a los asociados de Chiquita durante los primeros 3 días hábiles de publicado el anuncio. - Los asociados de Chiquita interesados en participar por la posición, deberán tener al menos 12 meses en su posición actual e informar a su jefatura de su interés. - Las personas interesadas deben enviar su solicitud y CV en la siguiente dirección: [email protected] - Para candidatos externos, el último día para aplicar a la posición es el 23 de abril, 2018.
