Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Job description

You will be a Service Desk Technician supporting Experian’s North America Contact Centers, also known as the MCE.

The role of the MCE Service Desk is to be the point of contact to address and quickly resolve technical issues raised by the end-user. The Service Desk operates as a technical resource providing support, testing, and initial assessment whenever issues arise within contact center applications. We also manage all hardware required for the 1200+ agents we support.

Responsibilities:

• Work with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software issues.
• Propose new solutions, ideas, tools, and techniques for complex problems.
• Technical mentor to the entire organization.
• Resolve incident and support requests from MCE team members through multiple channels (voice, tickets, email, and walk-ups/desk side).
• Support escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices.
• May participate in applications beta-testing.
• Make recommendations for process improvements and technology changes.
• Communicate issues and incidents to all levels of the organization.
• Create documents and procedures, with direction from management.
• Engineer, implement and monitor security measures for protecting computer systems, networks, and information
• Prepare and document standard operating procedures and protocols
• Develop technical solutions and new security tools to help reduce security vulnerabilities and automate repeatable tasks
• Ensure that we know as much as possible, as quickly as possible about a security incident
• Write comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancement

Qualifications

Qualifications

• May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
• Will work from 12PM-9PM local Costa Rica time.
• Participate in an on-call schedule.
• Microsoft certification
• Typically requires 2+ years of experience
• Considered expert in all operational best practices; implement new technology solutions to add operational efficiencies.
• Experience with common IT infrastructure platforms, operating systems, tools, monitoring, and concepts.
• Ensure delivery of solutions and ensure team meets SLAs
• Upgrades technician tools and platforms to the latest levels.
• Experience providing helpdesk and desktop support for Windows computers in an enterprise environment (both phone and desk-side)
• Provide resolution for all end-user requests and root cause analysis for issues
• Experience administering McAfee Endpoint Encryption
• Desktop imaging and software packaging skills
• Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration
• Can create clear and detailed technical documentation
• Flexible enough to work with different technical skill levels and skillsets
• Experience in a call center environment

Additional Information

This is a permanent home-based role in Costa Rica. No Visa sponsorship or relocation available.**

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a successful, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is important to our purpose of creating a better tomorrow. We value the uniqueness and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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