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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing Level 1 and Level 2 technical support for hardware and software, with a focus on troubleshooting and resolving issues in a timely manner. Capable of managing vendor relationships and delivering operational services to enhance end-user experience.
Highest-signal resume keywords
Technical SupportTroubleshootingAudio/Visual SystemsVendor ManagementEnglish Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Hardware SupportSoftware SupportIncident DocumentationConfiguration ManagementEnd-User TrainingLevel 2 TroubleshootingProvisioningOperational ServicesTechnical Issue ResolutionSite-Wide Incident Management
Soft Skills
CollaborationProblem-Solving
Tools & Technologies
HPDellXeroxConference Room TechnologyAudiovisual Equipment
Certifications & Qualifications
Associate's Degree
Industry Keywords
End-User TechnologyShared Service CenterTechBar SupportService Level Agreements
About the role
Key responsibilities & impact- Provide Level 1 and Level 2 end-user software and hardware support for the Costa Rica Shared Service Center
- Document requests, incidents, and user queries, and monitor solution processes
- Provide basic training and operational services to end users
- Configure, operate, and maintain end-user technology hardware, operating systems, and software
- Manage live interactions at the physical TechBar and provide walk-up support for local employees
- Resolve hardware, software, and operational issues directly at the TechBar and maintain case documentation
- Provide Level 2 troubleshooting for conference room setups, audiovisual equipment, and meeting room technology
- Handle provisioning and delivery of laptops, mobile devices, and accessories within SLAs
- Act as the local point of contact for external hardware/software vendor partners
- Contribute technical support to walk-up TechBar customers
- Deliver new equipment, including laptops and accessories, within agreed service levels
- Proactively identify and complete value-adding projects for the department and customers
- Serve as point of contact for third-party technology and facilities vendors/partners, including HP, Dell, and Xerox
Requirements
What you’ll need- Associate's degree in a relevant field or equivalent experience
- 0–6 months of experience analyzing, troubleshooting, and resolving hardware/software, Audio/Visual systems issues, and site-wide incidents
- English proficiency (minimum B2 level written and spoken)
- Ability to collaborate with team members and other departments
- Ability to identify common technical issues and take appropriate technical actions to solve tasks
- Ability to identify and resolve advanced site-wide incidents