Senior Help Desk Technician

About us, but we'll be brief

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.

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 are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. Also, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.

We have 23,000 people operating across 44 countries and every day we're investing in new technologies, experienced people, and new ideas to help all our clients maximize every opportunity.

Job description

Experian Consumer Services (ECS) – Careers That Define "What's the Next Big (Data) Thing" for Consumers? What could be more exciting than being part of a "inspiring" business? Consider taking your career to the next level by joining the Leader that continues to change the competition. As the market leader we pride ourselves on building new markets, and leading the pack through evolution and new ideas. It's a position Experian Consumer Services (ECS) has enjoyed for more than a decade and we're always looking for the talent that can help expand that lead.

Reporting to the Help Desk manager, you will:

• Support and Resolution: Collaborate with internal and external support teams to resolve desktop, laptop, and software issues. Address incident and support requests from team members across multiple channels.
• Technical Leadership: Serve as a technical mentor and support escalated technical issues from junior team members for Windows, Apple, and mobile devices.
• System and Security Management: Drive system imaging and software deployment automation using tools like Microsoft SCCM and JAMF Casper. Manage Virtual Desktop Infrastructure (VDI) for global contact centers and enhance collaboration tools and video conferencing platforms.
• Communication: Communicate issues and incidents to all organizational levels and maintain clear documentation and procedures.
• Security and Architecture: Engineer, implement, and monitor security measures for systems, networks, and information. Design security architecture, identify security requirements, and troubleshoot security infrastructure.
• Solution Development: Develop technical solutions and security tools to address vulnerabilities and automate tasks.
• Incident Reporting: Ensure communication of security incidents and create comprehensive reports with findings, outcomes, and recommendations for system security improvements.

• Education: Bachelor's degree in Computer Science or related field, or equivalent experience.
• Certifications: Microsoft, VMware, or Cisco certifications.
• Experience: Minimum of 4 years of experience, with expertise in operational best practices and implementing technology solutions for efficiency.
• Technical Skills: Knowledge of IT infrastructure platforms, operating systems, tools, and monitoring. Hands-on experience with Active Directory, Exchange/Office 365, Group Policy, McAfee Endpoint Encryption, desktop imaging, and software packaging.
• Support Experience: helpdesk experience and desktop support for Apple (60%) and Windows (40%) in an enterprise environment, troubleshooting issues on both platforms and mobile devices.
• Leadership: Provides technical leadership, ensures solutions meet Service level agreements, and upgrades technician tools and platforms.
• Skills: troubleshooting skills, root cause analysis, ability to create clear technical documentation, and work with different teams.
• Language: Proficiency in both English and Spanish is required.
• Other Skills: Problem-solving, flexibility to work with different technical skill sets, and input on technology/process improvement.

This is a permanent hybrid role in Costa Rica. No relocation available.

Culture at Experian

Our uniqueness is that we value yours.

Experian's culture, people, and environments are main differentiators. We take our people's agenda very seriously. We focus on what matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!

Our benefits include: Medical, life and dental insurance, Asociacion 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 Careers - Creating a better tomorrow together

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

#LI-Hybrid

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 necessary to our purpose of creating a better tomorrow. For us, this is The Power of YOU and it ensures that we live what we believe.