IT Support Engineer Analyst

What we offer

Explore a world of opportunities with us. Look ahead with us and help shape innovative solutions to make our world more sustainable and life healthier, more vibrant and more comfortable. At Evonik, you have the chance to explore, thrive, and grow alongside 33,000 colleagues. Among attractive career paths and high-quality development programs, we not only offer performance-based remuneration and occupational health benefits but also hybrid and flexible working environments with #SmartWork. Bring your fresh perspective, develop your strengths, break out your mold, and find a career that fits your dreams with us.

Click on the link below to learn what our employees have to say about Evonik:
https://careers.evonik.com/en/about/meet-the-team/

RESPONSIBILITIES:

• Perform 1st & 2nd Support Level via phone, chat and remote
• Competent technical support of IT users for all COMPUTER and telecommunications problems
• Capture required user data and validate permissions and identity to initiate the service process
• Classification of reported incidents and requests and correct documentation of messages in the ticket system
• Qualified creation, analysis, and resolution of support requests in compliance with defined processes and service level agreements (SLAs) (a very good understanding of the technical issue and the user is a critical aspect of this role) 
• Autonomous and careful resolution of support requests using knowledge documents and remote-control applications
• In case of ticket forwarding: creation of meaningful support tickets and documentation for a proper routing
• Assisting the user in applying for permissions, software installations, hardware requests and orders.
• Qualified, meaningful and comprehensible documentation of the actions taken and solution in the respective support tickets
• Responding to status requests from existing service operations and if necessary, triggering escalations
• Communication with employees and users following guidelines and procedures.
• Engage as a competent contact for user satisfaction and being a promoter of a good and friendly customer service.
• Responsible for the activities inherent to its function, complying with the requirements of the Code of Conduct; of the Responsible Care Program; quality, environment, safety and health management system; Internal Procedures; and ISO 9001 and/or 14001 standards where applicable.

Required Profile

• You have completed vocational education in the IT sector or have comparable qualification
• You have excellent English language skills (C1 level) and as well excellent skills (C1 level) in one of these languages: Portuguese and/or Spanish.
• You have in-depth knowledge of common IT products and IT topics, such as 0365 user and administration skills, Windows OS, Active Directory, Remote Assistance Tools, SAP Base - Knowledge, Printer, Internet, Microsoft SCCM, among others)
• You have systems functionality knowledge, very good Outlook knowledge, very good knowledge of desktop and laptop support (repair configuration, installation, maintenance)
• You have experience as a service desk specialist (at least 2 years)
• You have very good communication skills
• You have a quick understanding, technical understanding and good solution competence
• You can think in processes and breakdown issues for simple explanations to “non-tech-savvy” users.
• You have a good telecommunications technology / language skills
• You are a team player, flexible, organized and reliable, with good time management skills
• Dedicated and structured work is one of your strengths
• You enjoy interacting with people, work conscientiously and do not lose your sense of humor even in hectic situations, overall positive attitude
• You have strong customer orientation and dedication

Desirable (it’s a plus to have)

• IT Essentials certified
• CompTIA A+ certified
• ITIL v3/v4 certified

Your Application
 

To ensure that your application is proceeded as quickly as possible and to protect the environment, please apply online via our careers portal. Further information about Evonik as Employer can be found at https://careers.evonik.com.

Please address your application to the Talent Acquisition Manager, stating your earliest possible starting date and your salary expectations.

Your Talent Acquisition Manager:

Company is

Ev. Int. Costa Rica