At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world’s largest leaders in logistics and supply chain solutions

\n

\n

Summary

\n

DHL is hiring a System Support Analyst to join its Heredia, Costa Rica team. In this role, you will assist with proactive maintenance and administration of computer hardware, software and operations tools in support of the delivery of the IT service. To improve system availability with proactive work to avoid outages and performance issues, with particular focus on maintenance services for all infrastructure used by the Operations Centre. This includes hardware support, Windows 11 O/S, Microsoft 365 suite (Outlook, Onedrive, Teams, Sharepoint), MS Active Directory, Zscaler, Citrix. Role also requires basic network troubleshooting as well as basic development and support of Power Platform applications.

\n

\n

Main Responsabilities

\n

\n

· Supporting end users and key stakeholders with hardware and software related incidents

\n

· Documenting all support requests and emergency tickets within Global Service Now platform

\n

· Supporting business critical applications running within the area of responsibility of Production Services in ITS globally

\n

· Documenting best practices and adhering to formal standards and processes as currently laid down

\n

· Documenting lifecycle of all IT assets such as desktop computers, laptops and telecommunications related hardware (switches, access points, etc)

\n

· Gathering, assessing, and communicating critical information on a timely basis, by interacting with a broad set of teams

\n

· Obtaining timely information from a variety of stakeholders

\n

· Assist with internal projects focused on hardware infrastructure improvement with related activities such as project planning, resource planning and reporting.

\n

· Ensure that the applications and their support is undertaken based on the IT Operational standards, are executed in line with the ITS Process and delivered within the requested timescales.

\n

· Develops applications at basic to intermediate levels using the different Power Platform tools (Power Automate, Power Apps, Power BI, etc)

Qualifications

\n

· University degree specialized to computer/technical area

\n

· Knowledge in ITIL v4 and COBIT v5 frameworks (certification is a plus)

\n

· Knowledge in IT Security/Cybersecurity frameworks (certification is a plus)

\n

· 1-3 years of experience in a large, multi vendor, computing environment preferable

\n

· 1-3 years of experience with installing and supporting Windows 10/11 operating systems. Linux desirable

\n

· 1-3 years of experience with supporting Microsoft 365 applications such as MS Outlook, MS Teams, Onedrive

\n

· 1-3 years of experience Basic to intermediate experience with IT Telecom support (able to perform local troubleshooting when IT network has slowness, degradation or it is totally down)

\n

· Basic to intermediate knowledge/experience with developing applications using Power Automate, Power Apps, reports & dashboards with Power BI

\n

· Results oriented and driven by goal achievement with a strong focus on high quality

\n

· Solid in assertive communication within IT and other departments

\n

· Solid in IT processes documentation

\n

· Solid in constructive challenge

\n

· Solid in building and managing partnerships

\n

Solid in flexibility and stress management