DevCloud IT Service Desk Specialist
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 drivenQualifications
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