Akamai Technologies, Inc Help Desk Specialist in San Jose, Costa Rica

Help Desk Specialist

San Jose, Costa Rica

Corporate IT

Jan 08, 2019 Post Date

015326 Requisition #

About the Job:

As a Helpdesk Specialist, this individual will be responsible for providing world-class customer support to our user community. You will help deploy business-critical workstations and assist in the deployment and management of mobile devices, such as smartphones and iOS devices. You will analyze, research, and resolve complex technical issues with a heavy focus in Windows and Mac operating systems and related hardware. You will create/update technical and procedural documentation. You will lead peers and junior members by example and represent the Helpdesk on a variety of cross-functional teams. This individual will also assist in providing technical guidance and leadership to the support staff on projects and issues. Lastly, this individual will work closely with fellow Enterprise Infrastructure Systems team members for escalations, problem-to-resolution, and become the liaison to other business partners, as needed. The ability to work with a global team is required.

High Points:

1) Being part of Akamai Helpdesk Team gives opportunities to learn new technology and enables to work with global teams across the platforms and Services.

2) Establish the first point of contact for our customers and further develop the IT brand within the community

About the Team

As a member of the Global Helpdesk team, you will be working with geographically dispersed teammates to support our distributed user community and provide assistance to other Enterprise Infrastructure System teams.


  • Support walk-up requests and resolutions.

  • Escalation point for Solutions Enablement Team.

  • Create service request and incident tickets on behalf of users.

  • System imaging, provisioning & repair.

  • Inventory and asset management.

  • Review and create KB articles.

  • Create tactical solutions/workarounds for incidents requests.

  • Fulfills service requests for hardware equipment.

  • Provides feedback loop to Solutions Engineering Team.

  • Provides training to end-users (e.g. employee orientation).

  • Support company meetings and events (e.g. video conferencing).


Basic Qualifications

  • 3+ years experience administering and troubleshooting Windows-based client systems.

  • 3+ years experience administering Mac OS X operating systems, hardware and software.

  • 3+ years experience in a customer-driven, results-focused Helpdesk environment.

  • 3+ years troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware.

  • 1+ year experience setting up virtual machines in VWWare ESX.

  • 1+ year experience supporting, configuring, troubleshooting iOS and Android devices.

Desired Qualifications

  • Familiarity with network routing, switching, firewall, VPN, WiFi technologies.

  • Professional certifications: MCITP (Enterprise Desktop Support Technician 7), Mac, or A+.

  • Experienced support for video teleconferencing systems.

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatches customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visitwww.akamai.comand follow @Akamaijobs onTwitter,Facebook,LinkedInandInstagram.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please clickhere.

Akamai Technologies is an Affirmative Action, Equal Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.