Job Description

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What We'll Bring:

We are looking to hire a GCC IT Support engineer to join our Global Support team in Costa Rica. The ideal candidate will drive an engaged, service-oriented culture, love people interactions, and be capable of meeting tight deadlines in a fast-paced environment. You are tech-savvy and have a passion for technology solutions, as well as customer centric.

What You'll Bring:

The primary responsibility is to support GCC Costa Rica systems including corporate systems as well as business systems (Office, Workday, among others). You will also be focused on the following:

· Equipment set up and inventory, onboarding and off-boarding, onsite support and new hires activities for GCC Costa Rica employees

· Test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows.

· Install, diagnose, repairing, maintain, and upgrade corporate End points (laptops, Windows, Mac, and AWS Workspaces) to ensure optimal workstation performance.

· Document user requests and update client trouble tickets with the status of the issue.

· Communicate effectively with non-IT people within or outside the company and be able to make informed decisions quickly.

· Develop and deploy solutions for computer-related problems and take action to troubleshoot and resolve issues when they arise.

· Test new hardware and software and deploy the installation of computers and mobile devices.

· Coordinate with other teams or specialists to troubleshoot and resolve issues as needed

· Handle escalations.

· Work independently within established procedures associated with the specific job function.

· Create appropriate support documentation and knowledge base in a bid to help all users quickly troubleshoot problems.

Impact You'll Make:

Key requirements

· Associate’s or bachelor’s degree from an accredited institution in Computer Science or related field or have related work experience

· Ability to work after hours and/or weekends when needed

Competencies

· Excellent communication and writing skills in English and Spanish

· Ability to work independently and in a team environment

· Creative problem-solving skills

· Service first mentality

· Ability to learn quickly, work well under pressure, and meet tight deadlines

· Flexible, highly organized, open to feedback with excellent follow-through skills

Technical Skills

· Technical Desktop Skills required, including previous experience in:

o Contact Center Support environment

o Onsite support

o Support Ticket systems

o Familiar working with Incident and Request management

· Working knowledge of MS Office applications for clients

· Experience working with senior-level executives

· Operating Systems (PC, MAC and AWS extensive knowledge)

Great to have:

· Comprehensive understanding of data analysis techniques

· Maintain Data Reports

· Basic Scripting and Programming Experience

· Basic knowledge on Linux/Unix

· Project Management

#LI-MR1

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Sr Engineer, IT Support