IT Support Technician II
Korn Ferry · Heredia
Description du poste
About the role
The IT Support Technician II provides first‑ and second‑level support for products and applications, handling setup, maintenance, and vendor interactions while ensuring service quality.
Key responsibilities
- Deliver first‑level and basic second‑level support, meeting customer service standards.
- Troubleshoot routine and moderately complex problems in collaboration with users.
- Analyze, prioritize, and document incoming requests, incidents, and resolutions.
- Escalate issues according to established procedures and support disaster recovery processes.
- Develop and maintain standard operating procedures and knowledge repository.
Required profile
- Bachelor’s degree in a related field or at least three years of IT support/operations experience.
- Experience in a large matrixed organization and in writing IT documentation or SOPs.
- Background in IT risk management, compliance, intake, and profiling.
- Familiarity with IT service management (ITSM) processes.
Required skills
- ITIL certification
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Korn Ferry
Heredia