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Jr.IT Customer Service Associate

Job Location: San Jose

Regional Description: Costa Rica

Job Number: 00698459

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- Job description

Job Description
   
A professional at this position level within Accenture has the following responsibilities:
Solves routine problems largely through precedent and referral to general guidelines.
Interacts within own team and with direct supervisor.
Receives
detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
Decisions impact own work.
Individual contributor  as a part of a team, with a
predetermined, focused scope of work.
 
IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

 

Receives and responds to customer problems, issues, requests. Ensures proper documentation, notification, escalation, tracking and follow up of all incidents. Provides second level of support of customers incidents.

  • Manage Service Level Agreements and tickets.
  • Inventory of assets (Manually and via Software).
  • Compliance and security troubleshooting skills. (McAfee, Symantec, InfoSec or Cybersecurity Basics).
  • Windows OS (7, 8, 10 Intermediate) & (2008R2, 2012R2 Basic) and MAC OS knowledge basic.
  • Basic Active Directory understanding, DNS, DHCP, and Organizational Units.
  • Customer Service skills (attention to the customer/client or end-user).
  • Ethernet port diagnosis (VLANs), TCP IPv4, Ping, Tracert and some other basic networking troubleshooting skills to resolve issues.
  • Basic wireless troubleshooting skills.
  • Computer hardware disassembly skills (Most Laptops and also desktops).
  • Microsoft Office package knowledge, and general software support

Qualifications:

 

University degree or studing in the University

 

  • Drive incident, issue and outage management, investigation and restoration.
  • Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance.
  • Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes
        Support infrastructure operations
  • Operate IT production services according to management protocols and Service Level Agreements (SLAs).
  • Support/lead the infrastructure Service Management lifecycle, ensuring client

satisfaction and management of risk to services.

  • Provide operational support, ensuring production systems and devices are online and available.
  • Manage or support the team organization and delivery of 7x24x365 coverage

 

Other requirements:

  • Windows 10 knowledge. 
  • Customer Service.
  • Advanced English Language.
  • Contact with Vendor.
  • ITIL Certification nice to have.

 

Proven ability of work independently and as a team member Good communication written and oral and interpersonal skills Windows 10 MAC laptops English language

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