Job Details:

Job Description: 

IDC Service Desk Engineer monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis.

Main responsibilities:

• Manages and monitors incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.

• Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.

• Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.

• Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies.

• Supports customer's technology, product, service, and business processes.

• Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.).

• Manage and facilitate Major incidents within the service, conducting post incident reviews and root cause analysis via problem management.

Qualifications:

You must possess the below Minimum Qualifications to be initially considered for this position. The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:

Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.

Intermediate to advanced English Level

2+ years of experience in the following areas:

• Service management processes and tools; including monitoring technologies and event management in complex IT environment.

• Experience in crisis management and project management

• Experience on Applications, infrastructure interdependencies, Linux commands and cloud services - AWS, Azure, Google Cloud Platform (GCP)

• Experience in Managing or involved in operations.  

Preferred Qualifications:

Experience in monitoring tools such as Big Panda, Dynatrace, Grafana, Prometheus, AlertManager

Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)

          

Job Type:

Experienced Hire

Shift:

Shift 1 (Costa Rica)

Primary Location: 

Costa Rica, San Jose

Additional Locations:

Business group:

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.