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Job title: IT Service Desk Engineer – Tier 2
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

 Summary:

• The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
• This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
• While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.

Roles and Responsibilities:

• Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
• Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
• Provide advanced support for third-party tools, endpoint compliance, and device imaging.
• Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
• Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
• Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.

Required Skills:

• 2–4 years of hands-on experience in IT helpdesk or service desk roles.
• Strong technical expertise in:
• Google Workspace administration
• Endpoint troubleshooting (Windows, macOS, and Chromebook)
• VPN and network configuration
• Access control and IAM
• Familiarity with ITSM tools and ticket escalation workflows.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong attention to detail, reliability, and collaborative mindset.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Experience supporting hybrid or multi-site environments.
• Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
• Understanding of cybersecurity fundamentals and endpoint compliance management.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Quality Assurance Analyst – Support Operations
Work Location: Ultralag, Heredia 
Experience: 1–3 years in Quality Assurance, Support Operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives.
• This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs.
• The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.

Roles and Responsibilities:

• Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
• Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
• Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
• Facilitate team-wide coaching to address widespread QA trends or recurring issues.
• Follow up on feedback submitted through internal flagging or escalation systems.
• Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
• Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
• Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
• Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
• Lead weekly QA debrief meetings during assigned rotation.

Required Skills:

• 1–3 years of experience in Quality Assurance, customer support, or operations.
• Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
• Excellent written and verbal communication skills for coaching and delivering clear feedback.
• Ability to manage multiple priorities and work in a fast-paced support environment.
• Experience preparing quality reports, dashboards, or business review presentations.
• Strong attention to detail and accuracy in case evaluation and documentation.

Desired Skills:

• Experience in service desk, customer experience, or contact center environments.
• Familiarity with QA methodologies, calibration practices, and coaching frameworks.
• Knowledge of ticketing systems, QA tools, or customer experience platforms.
• Ability to collaborate effectively across cross-functional teams.

Job title: Trainer Specialist
Work Location: Ultralag, Heredia 
Experience: 1–3 years in training, L&D, support operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related field
No of Openings: 1

Summary:

• The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management.
• This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps.
• The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.

Roles and Responsibilities:

• Develop, design, and maintain training content for onboarding and ongoing learning programs.
• Deliver new-hire training sessions and ensure successful ramp-up of new agents.
• Create user accounts or system access for new agents as required.
• Build targeted training modules based on team gaps, performance trends, or new product updates.
• Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.
• Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.
• Provide 1:1 coaching to agents to address individual learning needs or performance gaps.
• Conduct ongoing product training sessions and knowledge refreshers for the entire team.
• Participate in training syncs with internal stakeholders and subject-matter experts.
• Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.
• Enroll agents in required training programs, workshops, or certification paths.
• Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.

Required Skills:

• 1–3 years of experience in training, instructional delivery, customer support, or operations.
• Strong verbal and written communication skills with the ability to present clearly to diverse audiences.
• Experience creating training materials, documentation, or KB content.
• Ability to coach, mentor, and support agents at varying skill levels.
• Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.
• Strong understanding of support workflows, case handling, and customer experience best practices.

Desired Skills:

• Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.
• Knowledge of adult learning principles, instructional design, or coaching methodologies.
• Familiarity with LMS platforms, ticketing systems, or support tools.
• Ability to analyze performance data to identify training needs and evaluate training impact.

Job title: IT Service Desk Engineer Lead
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead role
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and Tier 2 support teams to ensure timely resolution of technical issues and a high standard of customer service.
• This role is responsible for workload distribution, SLA management, and operational excellence while fostering a culture of collaboration and continuous improvement.
• The ideal candidate combines strong technical expertise, leadership ability, and a passion for mentoring team members and enhancing service delivery processes.

Roles and Responsibilities:

• Lead and manage a team of support associates providing Tier 1 and Tier 2 IT support across multiple sites.
• Monitor ticket queues, assign workloads, and ensure adherence to SLAs and quality standards.
• Serve as the final escalation point for complex technical issues and user complaints.
• Oversee onboarding and offboarding processes, including device setup, access management, and application provisioning.
• Review trends and analyze recurring issues to identify root causes and coordinate long-term resolutions with backend IT teams.
• Provide mentorship, coaching, and performance feedback to support team members to drive growth and engagement.
• Maintain and update internal SOPs, technical documentation, and knowledge base articles.
• Partner with cross-functional IT teams to implement process improvements, new tools, and automation opportunities.
• Track and report helpdesk metrics, identifying areas for optimization and efficiency gains.

Required Skills:

• 3–5 years of experience in IT support, including at least 1 year of leadership or team lead experience.
• Strong technical background in troubleshooting, particularly within Google *Workspace and endpoint management environments.
• Excellent communication, interpersonal, and leadership skills.
• Experience managing ticket queues, prioritizing workloads, and ensuring SLA compliance.
• Proficiency with ITSM and ticketing tools, documentation management, and performance reporting.
• Strong stakeholder coordination skills with the ability to collaborate across departments.
• Highly organized, proactive, and results-oriented with a focus on service excellence.

Desired Skills:

• Familiarity with the ITIL framework; certification is a plus.
• Experience leading IT support teams in fast-paced or multi-site environments.
• Proven ability to train, mentor, and build high-performing technical teams.
• Knowledge of automation or workflow optimization in IT support operations.

Job title: IT Project Manager 
Work Location: Ultralag, Heredia 
Experience: Over 6 years of experience in ITSM / Tech Support
Education Qualification: High School Diploma / Graduate and above 
No of Openings: 1

Summary 

• The IT Project Manager will be responsible for designing, implementing, managing, and evaluating IT projects across the organization.
• This role ensures strong leadership over technical teams, efficient project execution, continuous improvement, and alignment with organizational goals. 

Roles and Responsibilities 

• Apply project management fundamentals to drive end-to-end execution 
• Manage Team Leads and a team of up to 100 IT support members 
• Collaborate with business and technology leaders to assess requirements, define scope, and create project charters 
• Perform project planning, resource allocation, scheduling, and task coordination 
• Leverage agile methodologies to optimize project delivery 
• Develop strategies to deliver world-class global end-user support 
• Demonstrate strong decision-making, logical thinking, and problem-solving abilities 
• Monitor team performance using SLAs, productivity, and quality metrics 
• Take ownership of deliverables tracked in tools, dashboards, or emails 
• Proactively identify challenges, propose solutions, and communicate inputs to stakeholders daily/weekly/monthly 
• Manage escalations according to defined procedures 
• Coach and train Team Leads to meet operational and project objectives 
• Implement monthly service improvement plans 
• Participate in ad-hoc and scheduled meetings 
• Adapt quickly to new technologies, tools, processes, and escalation procedures 
• Define and monitor KRAs and KPIs to improve customer experience, quality, productivity, and response time 
• Identify improvement opportunities and create Individual Development Plans (IDPs) for low performers 
• Detect skill or behavioral issues and report to management in advance 
• Provide performance feedback to technicians when needed 
• Handle cross-functional communication effectively 
• Build communication strategies that strengthen internal and external relationships 
• Ensure compliance with company and client values and policies 

Required Skills 

• Strong leadership experience managing large technical teams 
• Project management fundamentals 
• Excellent communication skills (English – verbal and written) 
• Strong analytical, data-driven decision-making, and problem-solving abilities 
• High attention to detail 
• Knowledge of IT operations and IT support services 
• Proficiency in Excel or Google Sheets 

Desired Skills 

• Experience with agile methodologies 
• Strong presentation, mentoring, and leadership skills 
• Knowledge of cloud applications (with Single Sign-On) 
• Ability to develop and execute service improvement plans 
• Experience handling escalations and stakeholder communication