IT Support Specialist

This role requires occasional on-site work in Ezcazú, is based in Costa Rica, and only open to citizens and permanent residents of Costa Rica who do not need visa sponsorship.  

Academic Level  

BS/MS degree in Computer Science, Engineering, or a related subject  

Overview 

ImagineX Studio - Costa Rica is a product-oriented and boutique software development company. We partner with our clients to become their product team, helping them from ideation to product launch. We commit to delivering quality, impactful, ground-breaking products that can realize our client's vision and make their life easier. We're looking for an IT Support Specialist who will serve as the frontline resource for day-to-day technical support, troubleshooting, and system maintenance across the org. You will assist end users with technical issues, manage equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience. The IT Support Specialist will work closely with the IT Manager to resolve escalated issues and contribute to internal system improvements.  

Essential Duties and Responsibilities 

• Asset management. Own equipment lifecycle and maintain inventory.  Provision and de-provision equipment for onboarding & off-boarding.
• Provide support to end users for laptops, applications, systems, device  access and hardware issues.  
• User support. Provide technical support and training to end-users, answer  user queries and assist with technical issues and guiding users through step-by-step solutions.  
• Assist in the documentation of common processes and procedures.  
• Assist in the migration of tools when necessary. 
• Onboarding and offboarding team members from cloud services.
• Participate in the process of definition of policies and best practices for  security standards, and asset management.  
• Responsible for installation, documentation and connection of all new and existing laptops.  
• Support with the licensing, inventory, and administration of tech stack/tools for  the org. Validate all programs and software meet business requirements and do not expose Overhaul to Cyber or licensing risk.  
• Stay up-to-date with technology that's available for the workforce, onboarding,  & continual performance.  

Technical Skills  

• 2+ years of related experience
• Experience with fully cloud enabled IT back office infrastructure (Google Workspace, Office 365 etc.)  
• Experience with Mac and Windows operating systems 
• Expertise with diagnosing and troubleshooting complex OS, network, and application issues
• Basic networking knowledge ( Routers, VPN, servers, DNS, DHCP firewalls,  security policies)
• ITIL
• Proficient in Microsoft Word, Excel, PowerPoint or other related software  applications and able to perform both routine and advanced computer-related tasks.  

Strategic Skills

• Proficient in English and Spanish  
• Excellent attention to detail.  
• You take initiative. Elevate yourself and those around you.  
• Proven ability to handle confidential information with discretion.
• Adaptable and quick to learn new processes and tools.  
• Strong organizational, interpersonal, and communication skills (written and verbal).  
• Troubleshooting experience.  

Nice To Have  

• Knowledge with development tools such as Jira, Git, Bash.  
• Experience and working knowledge of Cloud providers such as AWS, Azure.  
• Experience with Apple MDM and MDM protocols  
• Strong troubleshooting ability and comfort/proficiency in providing end-user  support; can take steps to isolate issues and resolve root cause through  investigative analysis.  

Benefits

• Unlimited Paid Time Off   
• Private Health and Dental Insurance   
• Work from Home (We also have a cool office)   
• Learning Opportunities and New Technology  
• Job Stability  
• Excellent Team!   
• And more....