Tier 1 Support Technician - San José, Costa Rica - Nearlinx

Empresa verificada
San José, Costa Rica

hace 1 semana

Andrea Rodríguez

Publicado por:

Andrea Rodríguez

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We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail.

Key Responsibilities:

  • Provide essential support to voice and data customers, ensuring prompt and effective service delivery.
  • Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources.
  • Document all support activities accurately within the ticketing system.
  • Ensure clear and concise communication for all interactions with vendors and customers within the ticketing system.
  • Assisted in coordinating remote field engineer dispatches and provided support during onsite visits.
  • Assist in managing tickets within Tier 1 queues, adhering to established processes and SLAs/SLOs.
  • Escalate issues to Tier 2 as required and assist in resolution efforts.
  • Monitor network devices and customer equipment for basic alarms and outages.
  • Support change requests and assist in troubleshooting customer configurations under supervision.
  • Participate in providing basic remote training sessions for customers.
  • Identify potential issues and assist in suggesting suitable solutions.
  • Prioritize tasks effectively and demonstrate attention to detail in daytoday responsibilities.
  • Collaborate in the rotating oncall schedule to provide continuous support.
  • Learn and familiarize oneself with all essential Globalgig systems and processes necessary for customer service.
  • Engage in learning technical systems and solutions.
  • Assist in identifying opportunities for process improvements or optimizations.
  • Seek guidance and support from senior team members as needed.
  • Actively engage in knowledgesharing activities to enhance understanding and skills.


  • Basic understanding of networking principles or relevant certifications.
  • Prior experience in a customer service or technical support role is beneficial.
  • Familiarity with ticketing systems is advantageous.
  • Enthusiasm for learning and adapting to new technology solutions.
  • Strong communication skills, both written and verbal.
  • A proactive and detailoriented approach to problemsolving.
  • Ability to work collaboratively in a team environment.

Education Requirements

  • Certified Cisco Network Associate (CCNA) or equivalent experience.

  • Associate preferred

  • Computer Science, Networking, Information Technology, or Electronics/Engineering focus.
  • 13 years of working knowledge of Data networking and customer support in Tier II or Tier III

Tipo de puesto:
Tiempo completo

₡610 000,00 - ₡660 000,00 al mes

Fecha límite para postularse: 20/03/2024

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