Site Support Specialist

Key Responsibilities

• Provide on-site and remote technical support to users, managing incidents and service requests through the enterprise ticketing system.
• Prioritize, update, and escalate tickets as needed to ensure timely and effective issue resolution.
• Install, configure, and maintain computers, peripherals, printers, mobile devices, and other IT hardware.
• Troubleshoot and resolve hardware, software, network, and connectivity issues, coordinating with vendors for repairs when necessary.
• Maintain and update inventory of IT assets, licenses, and “hot spare” systems.
• Ensure compliance with corporate IT security policies, hardware/software standards, and patch or antivirus updates.
• Support infrastructure initiatives such as system upgrades, product evaluations, and the implementation of new technologies.
• Contribute to the development and continuous improvement of IT policies, procedures, and documentation.
• Train and assist end users and junior IT staff in the proper use of technology resources and ticketing systems.
• Provide hands-on support for local network devices, wireless access points, VPN connectivity, and mobile technology.
• Collaborate with management to identify opportunities for modernization, reliability improvement, and cost optimization.
• Participate in IT projects, audits, and hardware lifecycle management, including procurement, recycling, and environmentally compliant disposal.
• Assist with desktop and office equipment relocation and site preparation when required.
• Manage local printer, copier, and fax network connectivity, perform initial troubleshooting, oversee toner replacements, and coordinate vendor support.
• Maintain a pool of reliable “hot spare” laptops and desktops to ensure business continuity.
• Provide after-hours and on-call support for critical business-impacting incidents as needed.
• May be required to travel to additional local sites for proactive technology checks, project work, or incident resolution.

Skills & Competencies

• Excellent communication (written and verbal), organizational, and problem-solving skills.
• Strong interpersonal abilities to collaborate with diverse users and management levels.
• Self-motivated, resourceful, reliable, and trustworthy.
• Broad understanding of enterprise IT systems, including:
• – Network infrastructure (LAN/Wi-Fi) and telecom systems
• – Servers, storage, and printers
• – Windows and macOS environments
• – Mobile devices and Microsoft 365 applications
• Proficient in hardware and software troubleshooting, including operating systems and end-user applications.
• Skilled in remote support tools and ticket management platforms such as ServiceNow.
• Knowledge of IT security best practices, system documentation, and change management procedures.

Requirements

• High school diploma.
• Minimum of 3–5 years of experience in end-user technical support or IT-related environments.
• At least 3 years of customer service experience in computer technology.
• Availability for after-hours and weekend on-call support as required.
• Ability to follow documented procedures and work both independently and collaboratively as part of a team.

Benefits:

• Hybrid (3 days Office/Ultra park II Lagunilla, Heredia)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available