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Open nowFirst seen 4 days ago

Agente IT Helpdesk

Now Digital Talent13 open roles

Where
San José Province, San José, Costa Rica
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Your applicationOpen nowAgente IT HelpdeskNow Digital Talent · San José Province, San José, Costa Rica

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Now Digital Talent's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Descripción del Puesto

El IT Helpdesk brinda soporte técnico de primer nivel a usuarios internos mediante la gestión de solicitudes e incidentes relacionados con tecnología. Este rol actúa como el primer punto de contacto para la resolución de problemas de hardware, software y sistemas, asegurando el correcto registro de tickets, una atención oportuna y la escalación adecuada cuando sea necesario.

La posición requiere sólidas habilidades de servicio al cliente, conocimientos técnicos básicos y la capacidad de trabajar bajo procesos definidos.

Responsabilidades Principales

  • Monitorear y gestionar la bandeja de entrada de tickets de soporte IT.
  • Brindar soporte técnico de primer nivel en hardware, software, redes y sistemas.
  • Registrar, categorizar y priorizar incidentes y solicitudes en el sistema de tickets.
  • Resolver problemas técnicos básicos siguiendo procedimientos y documentación interna.
  • Escalar incidencias complejas o no resueltas al nivel 2 o equipos especializados.
  • Asegurar que todos los tickets estén correctamente documentados, actualizados y resueltos dentro de los SLA establecidos.
  • Asistir a los usuarios con creación de cuentas, restablecimiento de contraseñas y accesos.
  • Apoyar en la instalación, configuración y mantenimiento básico de equipos y aplicaciones.
  • Dar seguimiento a tickets pendientes o escalados hasta su resolución.
  • Comunicarse de forma clara con los usuarios internos para brindar actualizaciones y garantizar una buena experiencia de soporte.
  • Cumplir con las políticas de IT, estándares de seguridad y documentación interna.

Calificaciones

  • Bachillerato en educación media requerido; estudios técnicos en IT, Sistemas o áreas afines son un plus.
  • Conocimientos básicos de hardware, sistemas operativos (Windows) y aplicaciones comunes.
  • Experiencia previa en Servicio al Cliente, Soporte Técnico o Helpdesk es deseable.
  • Familiaridad con sistemas de tickets (ServiceNow, Zendesk, Jira u otros) es un plus.
  • Conocimientos básicos de redes (Wi-Fi, VPN, IP) son deseables.

Requisitos

  • Fuertes habilidades de análisis y resolución de problemas.
  • Excelente comunicación en inglés (escrito y verbal).
  • Alto nivel de organización y atención al detalle.
  • Capacidad para manejar múltiples solicitudes de manera eficiente.
  • Enfoque en servicio al cliente y calidad de atención.
  • Comodidad trabajando en entornos estructurados y basados en procesos.
  • Disponibilidad para trabajar presencial y ajustarse a horarios operativos si es necesario.
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    The review screen in CV Rocket: how each CV was read, round by round.

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3×

more interviews than doing it yourself with ChatGPT.

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  • Who got the interview, and who heard nothing

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The numbers game

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