Help Desk Engineer (Hybrid - Costa Rica)

Costa Rica
Full Time
Mid Level

IT Operations Technician

The main role involves providing critical assistance to end users on a variety of desktop issues and maintenance. This position will be serving as a bridge between the team and the IT manager, Cloud Engineer, or IT Director, escalating any vital issues or concerns as needed.  The IT Operations Technician plays an active role in troubleshooting basic operations in Office, Outlook, and MFA. You will serve as the initial point of contact of IT related matters in Mexico with full coordination with USA team and eventually with the EMEA team too.

You will be traveling to USA (California) at least once a quarter for various IT related tasks.

We offer stability and flexibility to integrate into working groups and similar challenging projects for our clients in the e-commerce, production and financial sectors, both public and private (such as banks, insurance companies, etc.).

Academic/training requirements:

  • Minimum academic training: Completed university
  • Primary area of professional training: Computer Science, Systems, or related Engineering
  • Languages: Spanish & English B2/C1
  • Minimum 2 to 3 years of experience

Specific knowledge required:

  • Proficient in a wide range of technology platforms with robust technical skills
  • Advanced knowledge of Windows operating systems in a network or distributed computing environment; capable of understanding concepts such as paging, swapping, inter-process communication, device drivers, and file system ACL.
  • Mastery in all facets of MS Windows AD user administration; well-versed in key concepts of GPO from Intune or AD.
  • Practical experience with Azure Active Directory, Active Directory, Windows Server Directory, and VMware Administration (VDI).
  • Prior exposure to VMWare Horizon administration.
  • Thorough understanding of O365 administration such as Exchange, SharePoint and One Drive
  • Familiarity with Azure hybrid environments with AAD Connect.
  • Proficiency in Azure backup monitoring is a plus.
  • Experience in determining when service restarts are necessary.
  • Comfortable working with virtualization technologies.
  • Fundamental understanding of networking, including basic routing concepts.
  • Can assist the IT Manager in dealing with vendors regarding maintenance, licensing, and pricing issues
  • Strong proficiency in verbal and written English.
  • Experience in tight administrative tasks such as on- and offboarding and inventory control. (for about 100 users)

Responsibilities/tasks to be executed according to the final role:

  • Creating, maintaining, and disabling user accounts for various systems such as o Azure o Office 365 o ERP o BI o And other systems
  • Supporting application integrations for identify and access management. Experience on Azure AD conditional access policies, SSPR registration, resetting and resolving MFA issues.  
  • Understanding how applications interact with each other and being able to perform basic troubleshooting.
  • Americas related ticket management and maintenance.
  • “Technical” user guides (S.O.P.’s) / maintaining knowledge base
  • Hardware inventory management
  • Mobile phone management
  • Supporting and troubleshooting Microsoft windows active directory, Bit locker Encryption keys in AD
  • Knowing when to restart services when necessary.
  • Help monitoring performance and disk (space) issues.
  • Supporting HP iLO remote interfaces for remote server access to check server status
  • Identifying & troubleshooting issues through logs & alerts and escalating to the relevant engineer.
  • Installing, configuring, and supporting in user workplace management. (desktop, printers, cable management, power management);
  • Installation of devices (laptop/desktop/smartphone), Maintenance of device (Software, Firmware and hardware).
  • Managing tickets
    • Act as a first responder
    • Maintain helpdesk application.
    • Escalating when necessary
  • Identifying security threats (phishing mails) and risks and take action if possible or escalate.  
  • Monitor security via our security portal
  • Monitor and help maintain Intune roll-out.
  • Liaison with IT vendors

Collaboration scheme

  • Type of contract: Direct hiring, great compensation package.
  • Hours: Monday through Friday, 8:00am to 5:00pm
  • Modality: This is an onsite position -2 days per week-
  • Financial compensation: Negotiable

At QUID – INNTECI we are always looking for professionals motivated by stability, constant learning and above all by flexibility and communication.

We are an international company focused on IT services, development of software, cybersecurity and implementation of solutions that has competence centers and a highly qualified teams located in Spain, the US and all of LATAM.

If you want a new challenge in an excellent environment, do not hesitate to apply for one of our vacancies.

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