IT Specialist (Alajuela, Costa Rica)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. 

Support and failure analysis of the desktop hardware and software resources installed in our locations in order to ensure the maximum uptime and the fastest response time to user work demands.

This position is P1 level

What will you be doing?

This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware.  Install, configures and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment.  Communicates highly technical information to both technical and non-technical personnel.  May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures.  May participate in the development of information technology and other related processes and projects. Configuration, imaging, testing, diagnosis and troubleshooting of hardware and software equipment for client.  Follow specific configuration checklists and process for the configuration of assets for client. Ensure assets are tested, the image is applied properly and any special configuration needs are addressed.  This may include but is not limited to the operating system, hardware specifications or any software applications. 

Contacting with users via phone chat and web, gathering all the required information on an incident or request as per ServiceNow Knowledge Base

Troubleshooting and resolving users’ issues and requests including guidance and promotion of automated tools and technology including self-service.

Diagnosing and assessing major incidents and escalating as appropriate using existing processes.

Contributing to and improving existing Knowledge Base. 

Acting as a single point of contact for users, logging and managing contacts (phone calls, chats, web forms and others) within KPIs, building excellent relations with end users and good perception of Service Desk.

Escalating and assigning tasks to the 2nd line and other resolving teams when necessary.

1) Ticket logging, handling contacts from users via phone, chat and ServiceNow tickets within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Resolving tickets, diagnosing and troubleshooting incidents issues.

2) Addressing user issues or requests diligently, assigning them to the appropriate resolving team when immediate resolution or guidance is not available. Following and contributing to the existing Knowledge Base, available via ServiceNow, required for providing the accurate solution of user IT issues

3) Ticket management, follow-up on users' chase calls and consulting high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.

Identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues

Work Schedule
This position requires availability for a rotating work schedule from Tuesday to Saturday, in one of the following shifts, as determined by company scheduling:

• 6:00 a.m. to 3:00 p.m.
• 8:00 a.m. to 5:00 p.m.
• 2:00 p.m. to 10:00 p.m.

Sunday will be considered a fixed day off.

What will you need to be successful?

Education:

• Bachelor Degree in Systems Engineering, or other  IT career.

• 2 years as IT Specialist /Technician

Languages:

• English proficiency B2

Competences:

• Able to handle complex Tasks

• Able to handle small projects end to end

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

#LI-ONSITE