Posted Date : 19th Dec, 2025
Job Category :
Costa Rica
Posted 8 hours ago
Job title: IT Service Desk Engineer – Tier 1
Work Location: Ultralag, Heredia
Type: Full-Time (On-site)
Experience: Open to candidates with 1–2 years of IT support or customer service experience
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+
Summary:
- The IT Service Desk Engineer – Tier 1 serves as the first point of contact for employees requiring technical assistance.
- This role focuses on resolving common IT issues related to user accounts, devices, connectivity, and core business tools within a Workspace environment.
- The ideal candidate demonstrates strong communication skills, a proactive service mindset, and the ability to deliver excellent end-user support while maintaining professionalism and accuracy in a fast-paced environment.
Roles and Responsibilities:
- Provide first-level technical support via ticketing tools, phone, or chat channels.
- Troubleshoot and resolve issues related to:
- User accounts (password resets, access issues).
- Hardware (laptops, desktops, printers, and peripherals).
- Basic network connectivity (Wi-Fi, VPN).
- Google Workspace tools (Gmail, Drive, Calendar, Meet).
- Support user onboarding and offboarding processes, including device setup and account provisioning.
- Escalate complex or unresolved incidents to the Tier 2 support team following defined escalation procedures.
- Document resolutions, update FAQs, and maintain internal knowledge base content for recurring issues.
- Participate in helpdesk operations such as walk-up support, asset tagging, and inventory tracking.
- Deliver exceptional customer service by maintaining a professional, empathetic, and solution-focused approach.
Required Skills:
- Bachelor’s degree or equivalent experience.
- Strong communication and interpersonal skills with a customer-first attitude.
- Good problem-solving skills with the ability to multitask effectively.
- Familiarity with operating systems (Windows, macOS, ChromeOS).
- Basic understanding of Google Workspace, network connectivity, and hardware setup.
- Eagerness to learn new technologies and grow within an IT support environment.
- Advanced English level (B2+/C1)
Desired Skills:
- Previous internship or practical experience in IT helpdesk or technical support.
- Knowledge of IT ticketing systems or ITSM tools.
- Awareness of IT support best practices and troubleshooting methodologies.
- Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.
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| Job Level | 1- 5 Years, 1-4 Years |