Description

This position is only accepting applicants already located in Costa Rica

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software, WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture, grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the US and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

World Wide Technology, Inc. has an opportunity available for a Service Desk Analyst in Costa Rica. The Service Desk Analyst will support internal end users regionally and around the globe for all Information Technology infrastructure components.

Qualifications:

• Assist in the delivery, installation, and setup of new or reallocated technology for employees located within Costa Rica.
  • New laptops and hardware for new employees in-region
  • Hardware refreshes and break/fix for all regional employees
• Manage and track inventory of assets through our tracking software in ServiceNow
• Provide Hardware/software support to internal employees
• Respond to incoming requests via phone and ServiceNow tickets.
• Resolve 1st and 2nd level incidents.
• Log and update incidents via ServiceNow, our ticket tracking application
• Provide incident routing, escalation, and coordination with other teams within the organization.
• Administer/Troubleshoot accounts in the following systems: WorkspaceOne, Salesforce, WebEx, Active Directory, Office 365, Sharepoint, Oracle, and various other applications.

• Leverage internal (knowledge base) and external (support sites) resources to answer questions and resolve incidents.
• Obtain quotes, purchase, and receive standard equipment for use in the regional offices with support of IT Asset Management
• Respond to users regarding equipment recovery tasks
• Communicate with manufacturers regarding warranty repair
• Recycle and retirement of equipment

Qualifications:

• One to two years of experience in a Help Desk or Service Desk environment, or equivalent training and education.
• Excellent customer service, communication, and analytical skills.
• Positive, professional, team player attitude.
• Strong work ethic and ability to self-motivate.
• Ability to organize and prioritize work in a fast-paced, changing environment.
• Technical aptitude with a focus on continuous learning and development.
• Functional knowledge of Apple and Windows Operating Systems.
• Experience with Microsoft Office products.
• Preferred certifications: CompTIA A+, Microsoft Certified Desktop Support Technician.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.