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DevCloud IT Service Desk Specialist

San José, Costa Rica Job ID JR0229761 Job Category Information Technology Work Mode Hybrid Experience Level Experienced
Job Description

IT is forming a new DevCloud Service Desk team and looking for passionate team members to provide frontline technical support and monitoring of the critical applications and infrastructure which powered the Intel DevCloud Services that will be released to internal and external customer in this year.

An Insight into What You'll Do:
Responsible for first level triage, investigation, resolution of Incidents, configuration and coding of simple data fixes and other workarounds
Continuously monitor mission critical applications and infrastructure exceptions, analyze exceptions, and resolve or escalate to next levels within service level agreements
Proactively update the status of an issue to appropriate stakeholders
Develop relationships cross functionally to drive overall service improvement and Key Performance Indicators for the department.
Recognize systemic problems and respond appropriately per departmental procedure by effectively prioritizing and escalating these problems when applicable.
Thoroughly and accurately document details of all internal and customer interactions.
First Line Technical support 12-hour day and night compress work week shift.

An Insight into What You'll Bring:

Strong analytical and problem-solving skill

Passionate in global customer engagement and collaboration with employees of different background

Ability to deal with ambiguity and urgency

Excellent communication skills and strong stakeholder management skills

Ability to champion improvement initiatives, work effectively as part of a global team and result driven


Qualifications

Qualifications:
Unrestricted Costa Rican work permit.

Intermediate to advanced English Level.

Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related field with minimum 3 years of IT experience in the following areas:
Service management processes and tools; including monitoring technologies and event management in complex IT environment
Applications and infrastructure interdependencies


Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.


Posting Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
Benefits
We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, and benefit programs. Find more information about our Amazing Benefits here: https://www.intel.com/content/www/us/en/jobs/benefits.html

Working Model
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.
Maggie, Offensive Security Researcher

Maggie Offensive Security Researcher

“I’ve always wanted to do something that changes the world — at Intel, I feel appreciated, and I’ve gained more confidence in myself. It makes me feel like I’m capable of doing great things.”

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