Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

We are excited to offer an outstanding opportunity to join Thermo Fisher Scientific Inc. as an Engineer II, Systems Infrastructure in Heredia. As part of our world-class team, you will have the chance to contribute to essential projects that make a real difference in the world!

Position Description

We are seeking a skilled Technical Engineer to join our Remote Resolution Team. In this role, you will provide outstanding technical support to our clients through remote tools. You will be responsible for diagnosing and resolving technical issues related to software, hardware, and systems. The ideal candidate will have good communication skills, the ability to work independently and multi-functionally, and a passion for Information Technologies.

Roles & Responsibilities

Provide remote technical support and a differentiated customer experience to clients via phone, email, chat, video, or remote access toolsFix and diagnose hardware, software, and network systems issuesIdentify and bring up critical issues to senior technical staff as neededMaintain accurate and detailed records of all technical issues and resolutionsAdhere to standard procedures, follow detailed processes, and identify and advance inconsistencies with standard operating procedures and knowledge articlesFollow up with clients to ensure their issues are resolved to their happinessStay updated with the latest technology trends and advancements in the industryCollaborate with team members to develop and implement new technical solutions and process improvementsDeliver training and support to clients on new technology systems as neededAttend meetings and training sessions to stay updated with organizational changes and updates

Minimum Requirements

BA degree OR equivalent combination of education and experience required

o  Bachelor's degree in computer science or a related field 

o  2+ years of experience in technical support or a similar role

Proficiency in Windows and Mac operating systems

Roles & Responsibilities

Knowledge of networking, VPN (Virtual Private Network), and remote access toolsExcellent problem-solving and analytical skillsAbility to make decisions within defined criteriaStrong verbal and written communication skillsAbility to work independently and multi-functionally with team membersStrong time management and organizational skillsAbility to adapt to changing technology and client needsGood attention to detail and accuracyCollaborate with service providers to order equipment or services, dispatch vendors, and handoff to other providers.Prior experience with Service Now or a comparable Service Management (SM) Application

Required & Technical Skills

Ability to solve, diagnose, and resolve issues on PCs and 3rd party applications supported by Corporate Infrastructure and SecurityAbility to follow, update, and edit Knowledge Base (KB) articles to tackle, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applicationsFix and support peripheral devicesSoftware installation at PC levelRead, write, and speak the local language

Desired Skills

ITIL CertifiedA+ CertificationNetwork+ CertificationCertified Apple Support TechnicianCisco CCNA Certification

If you are a motivated individual who loves technology and offers outstanding customer service, apply now!