About this role
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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
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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