Technical Support - Customer Service Level 1

About the role

Kyndryl runs and reimagines the mission-critical technology systems used by leading businesses, and is looking for a Level 1 Technical Support specialist in Heredia. The role serves both external and internal users, troubleshooting and fixing complex equipment, software and systems, and handling escalated issues, design flaws, reliability and maintenance problems and bugs.

Key responsibilities

• Diagnose and repair complex equipment, software and systems, and respond to escalated issues, critical design flaws, reliability and maintenance problems and bugs.
• Support customers with highly technical or sophisticated products, as well as customer installations and training.
• Solve desktop hardware and software problems, performing varying degrees of problem determination and resolution.
• Carry out install, move, add and change (IMAC) activities, and data backup and restore on certain client accounts, meeting Service Level Agreement objectives.
• Build knowledge of local and regional infrastructure and key contacts in other areas so the right team acts on problems.

Required profile

• 0-3 years of experience in Customer Service or Technical Support.
• Customer-focused, with a growth mindset and openness to working with people from different backgrounds.

What we offer

• An extensive range of technical training, including cloud technology, and free certifications.
• A hybrid-friendly culture and Be Well programs supporting financial, mental, physical and social health.
• Career development tools, personalized goals, continuous feedback and learning opportunities such as Microsoft, Google and Amazon certifications.