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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 

Job title: Project Manager – Global SAS to NVMe Program
Work Location: Ultralag, Heredia (Hybrid)
Experience: 1+ years leading customer-facing, cross-functional projects
Education Qualification: Bachelor’s degree in Business, Engineering, IT, or a related field
No of Openings: 1

Summary:

• The Project Manager will support a multi-year global initiative focused on proactively upgrading customer storage arrays from SAS to NVMe technology. This program ensures that customers maintain a modernized, fully supported infrastructure aligned with long-term service commitments.
• The role requires exceptional coordination, communication, and stakeholder management, as well as the ability to guide customers and internal teams through complex upgrade processes.
• The Project Manager will serve as the single point of contact for customers throughout the upgrade journey, ensuring alignment, smooth execution, and a high-quality experience.

Roles and Responsibilities:

• Engage with customers and account teams to introduce the SAS-to-NVMe upgrade program and outline key requirements and processes.
• Collaborate with Technical QA Engineers to review and validate upgrade action plans; present project plans directly to customers.
• Identify the correct Bill of Materials (BOM) and submit all required part-dispatch requests.
• Coordinate all dependencies for onsite work, including any required code upgrades or technical pre-work with Support teams.
• Proactively follow up on pending tasks, ensuring timely progress across all project activities.
• Maintain consistent, clear communication with customers, providing updates throughout each stage of the upgrade process.
• Schedule onsite activities in partnership with Installation Scheduling teams and ensure accurate tracking of milestones.
• Confirm completion of all deliverables and ensure activity status is properly documented.
• Act as the primary point of contact for all questions, issues, and escalations related to the upgrade.
• Prepare and submit progress reports and metrics for the Program Lead to consolidate into program-wide reporting.

Required Skills:

• 1+ years of experience in project management roles involving customer interaction and cross-functional collaboration.
• Strong communication skills in English, both written and verbal.
• Excellent organizational and coordination abilities with attention to detail.
• Strong problem-solving skills, with the ability to gather data, analyze issues, and recommend solutions.
• Proactive, action-oriented mindset with the ability to operate independently and drive progress.
• Experience delivering positive customer satisfaction outcomes in previous projects.
• Familiarity with storage environments, enterprise hardware, or related technology (preferred).

Desired Skills:

• Experience working with logistics, support, or delivery teams in a technical environment.
• Knowledge of enterprise infrastructure, IT workflow dependencies, or similar environments.
• Ability to manage complex multi-step processes with multiple stakeholders.
• Google Workspace
• Salesforce (preferred)
• Project management tools (Smartsheet, MS Project, Asana, or similar)

Job title: Network Engineer
Work Location: Ultra Lag
Experience: At least 2 years working as a Network Engineer
Education Qualification: High School Diploma or above

Roles and Responsibilities:

• Troubleshoot/Diagnose all Level 2 issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product
• Codes and Configuration issues.
• Ensure On-Time escalation to L3 and Engineering(R&D) teams
• Ensure consistent customer satisfaction.
• Document all communication with customers in the CRM
• Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base/ Tech Forum

Required Skills & Desired Skills:

• 2-3 years of experience as a network engineer
• Advanced English level (B2+/C1)
• Proven work stability

Technical skills:

• Bridging and Switching Concepts, LAN Technologies such as TCP/IP Ethernet – CSMA/CD
• STP, RSTP, MSTP, VLAN tagging
• Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
• VoIP knowledge SIP, H323 (Good to know)
• Wireshark (Good to know)
• Linux (Good to know)

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.

Job title: UI/UX Designer for WordPress
Work Location: Bangalore – Hybrid
Experience: 4–6+ years

About the Role

• We are seeking a highly creative and detail-oriented UI/UX Designer with strong WordPress development experience. The ideal candidate will own the entire website lifecycle from user research and experience design to WordPress development, optimization, and marketing integrations.
• You should be able to create clean, modern, and conversion-focused digital experiences using strong design principles, component-based design systems, and a deep understanding of usability and accessibility. This role requires both design excellence and hands-on technical implementation.

Key Responsibilities

UI/UX Design & Visual Experience

• Lead design efforts to create intuitive, consistent, and visually polished user experiences.
• Convert Figma/Adobe XD/Sketch designs into pixel-perfect, responsive WordPress pages.
• Maintain and evolve a scalable design system covering grids, spacing, typography, color styles, and reusable UI components.
• Conduct UX audits using heatmaps, session recordings, and analytics to improve user flows and conversion paths.
• Work closely with teams to refine information architecture, page layouts, and design consistency across the site.

WordPress Development

• Develop and maintain custom WordPress themes, plugins, Gutenberg blocks, and reusable components.
• Integrate third-party APIs, forms, analytics platforms, and marketing tools.
• Ensure cross-browser and cross-device compatibility for all web experiences.
• Optimize website performance, including Core Web Vitals, caching, minification, and CDN setup.

SEO, Analytics & Optimization (Good to Have)

• Implement technical SEO best practices including schema markup, structured data, and improving site architecture.
• Apply content optimization strategies using AI-driven tools and analytics.
• Monitor website performance through GA4, Search Console, Tag Manager, Hotjar, and similar tools.
• Conduct A/B tests and experiment with layout and UX variations to improve user engagement and conversion rates.