End User Support Specialist

Job Details Job Title: End User Support Specialist Location: Costa Rica Reports to: Head of IT Latam & Caribbean Job Summary The End User Support Specialist primarily provides 2nd/3rd-level on-site support for issues that cannot be immediately resolved remotely, including incidents related to the various IT applications and systems used by the business, network connectivity, and issues involving workstations and peripherals. Responsibilities Provide daily support to end users to ensure that technology services operate according to the business requirements. Troubleshoot IT issues using diagnostic techniques and relevant technical questions. Determine the best approach to provide a solution based on the details provided by the user, including appropriate communication with the user/internal customer throughout the troubleshooting and resolution process. Support the employee onboarding process, including the procurement and configuration of equipment, as well as the provisioning of relevant accounts and system access. Communicate promptly, professionally, and efficiently with key business stakeholders, application and global system administrators, global IT service teams, IT infrastructure, network and connectivity support channels, and local application support teams when issues arise and follow-up is required. Provide technical support to users and internal customers in the use and resolution of incidents involving critical IT applications (local/regional/global), including, when applicable, training on specific system procedures and process documentation. Take corrective actions in response to performance and functionality issues identified in IT services and business applications. Understand, support, and comply with all quality, health, safety, and environmental management procedures and programs applicable to the country’s station and workplace environment. Requirements and Competencies Internal Customer Focus: Make internal customers and their needs a primary focus of actions, developing and maintaining productive working relationships. 1st and 2nd-level technical support experience with SAP ERP (FI, CO). 1st and 2nd-level technical support experience with ERP / SOFTLAND CLOUD is a plus. Experience with Halo for IT incident, problem, and asset management is a plus. Actively participate in IT projects, including new application developments, system implementations, integrations, and technical upgrades. 1–3 years of experience supporting technical IT and ERP system issues. 1–3 years of experience supporting technical network and connectivity issues. 1–3 years of experience supporting technical IT infrastructure and telecommunications issues. 1st and 2nd-level technical support experience with device enrollment in Intune and Software Center adoption. 1st and 2nd-level technical support experience with Office 365 incidents. Technical support experience and basic permissions management in SharePoint. Clear understanding of the ITIL framework and application service management. Clear understanding of IT security and incident management, interacting with internal and external support teams. Ability to physically move and install equipment, including but not limited to desktop computers, monitors, laptops, furniture, and other equipment. Strong analytical, planning, and IT problem-solving skills. Ability to work in a dynamic and multicultural matrix organization. Advanced student in Computer Engineering, Computer Science, or a related field. Proficiency in English and/or other languages, both written and spoken, at a corporate level will be considered a significant advanta.