Technical support technician job description

Technical Support Technician - Santa Ana, Costa Rica
Are you confident in your ability to help and educate those with Computer and IT issues? Are you ready to be a part of a global team, working for a dynamic company in an attractive sector? Join Western Union as Technical Support Technician.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better starts and ends with the customer
In this role, you will be part of Western Union Enterprise Technology Operations Center Team (ETOC) which provides 1st and 2nd level application support services for WU Agents and Partners. ETOC is a single point of contact offering proactive IT infrastructure and critical applications monitoring to detect IT issues and prevent service disruptions. We also are actively participating in deployments, fulfilling configurational requests for WU money transfer applications.

Here are some skills, attributes, and qualifications you will need to succeed:
You will need to have worked for a couple of years in a similar role.You will need to be competent in IT with a good track record of technical. troubleshooting. As a daily task, you will be assigned to solve and manage major incidents for which you are required to have proven experience.Demonstrate good analytical and prioritization skills with a strong customer-oriented approach.Ideally, you will be educated to degree level in computer science or a related field, with experience working in global IT support or IT Operations teams.Proficiency in English (B2-76%).For the role we require you to have schedule flexibility (Tuesday - Saturday from 5:00 pm a 12:00 pm).

Join us, and let's move money for better
Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

As FROSCH continues to expand its global presence, we have a terrific opportunity for a Technology Operations. We are looking for a driven, tech-savvy individual to provide a high level of internal customer service while working in a collaborative team environment where problem solvers and proactive thinkers are valued. In this position, you will be responsible for providing end user support in a Windows Active Directory environment.
Description for Internal Candidates
As a
Technology Operations,
your primary responsibilities will include:

Analyzing and resolving computer and network hardware/software problems in a timely and accurate manner Performing analysis, diagnosis, and resolution of complex problems for end-users, as well as recommending and implementing corrective solutions Installing, configuring, testing, maintaining, monitoring, and troubleshooting end-users' workstations and related hardware and software Fielding help requests from end users via telephone and e-mail in a professional manner Assisting with equipment installations and movement Troubleshooting telephone and network problems to ensure proper connectivity of all workstations and other network appliances Performing administrative tasks with Windows network accounts


Work Environment


FROSCH covers the cost of most work-related equipment for remote employees. Other tools, unless deemed essential for your job or medically necessary, may not be covered.



Requirements


Between 3 - 5 years of hands-on experience providing end user support in a Windows 7 or Windows 10 Active Directory environment Proficient in Microsoft Office applications and Office 365 Experience in supporting both onsite and virtual work environments General knowledge of hardware, printers, scanners, computer networking, mobile devices, wireless access points, and troubleshooting methods Ability to work and communicate efficiently with remote team members Eye for detail with keen organizational skills Excellent writing, communications, customer service, and analytical skills Travel and/or hospitality experience preferred College degree preferred


Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

The Mi IMS Technical Support role is an expert in system set up, management, and troubleshooting our third party vending and RFID solutions, as well as proprietary VMI and Repair/Warranty applications. This position has a high degree of interaction with branch personnel, customers, and third party providers to effectively manage our deployed solutions.

• Responsible for importing and managing data for vending, VMI, warranty/repair, RFID, and other software applications.
• Trains customers on vending, VMI, warranty/repair, RFID, and other software.
• Coordinates customer requests for technical support, working through to conclusion.
• Provides technical expertise to branches & customers to resolve system and machine issues.
• Documents all support tickets including corrective action, closure comments.
• Responsible for adding information to the online Knowledge Base.
• Assists customers in setting up access to the system (ex Cribmaster Web).
• Works with CribMaster and Customer to develop custom reports.
• Advises Motion IT and 3rd party software providers about enhancements and bugs.
• Works with Sales to help define technical requirements for installations or custom work.
• Evaluates vending inventory usage and levels and recommends optimized inventory configuration.
• Performs system setup, management, and issue resolution for vending, RFID, Repair Warranty, and VMI applications.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

Typically requires a bachelor's degree and two (2) or more years of experience or an equivalent combination.

KNOWLEDGE, SKILLS, ABILITIES

• Experience and knowledge of SQL, Access, MSSQL, Crystal Reports a plus.
• Strong working knowledge of MS Office products including Excel, Word, Outlook.
• Familiarity with manufacturing and inventory management a plus.
• Grasps software concepts and learn quickly.
• Talent for communicating effectively, explaining things in a logical manner, maintaining a professional demeanor in a stressful situation.
• Experience and ability to work on his/her own without direct supervision.
• Solid understanding and use of software and analytics to manipulate, analyze, and interpret data.
• Strong critical thinking and problem solving ability.
• Skilled in problem resolution and providing best practices solutions.
• Strong written and verbal communication skills to manage across functions at various levels.
• Self-motivated individual with the desire to succeed and motivate others.
• Typically requires experience configuring inventory management software systems and experience troubleshooting software and hardware over the phone, or via e-mail.
GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.