IT Support Specialist II

Job Description:

At Confluent, we are committed to our values of teamwork, innovation, accountability, integrity, leadership, and customer focus, and we invest in a team who represents these values. Every member of our team plays a critical role in delivering life-saving medical devices through innovative materials science, engineering, and manufacturing. We are the medical device industry's most trusted partner, and we accomplish this with an organization focused on safety, efficiency, and customer satisfaction.

We are looking for a IT Support Specialist II to join our team in Costa Rica. If you enjoy working in a fast-paced environment and making an impact on our life-saving work, this may be a good fit for you! As a uniquely qualified candidate, you will:

Summary

The IT Support Specialist ensures the efficient functioning of computer systems, software, and technology tools while supporting end users and maintaining a secure network environment. This role directly contributes to organizational productivity by resolving technical challenges and optimizing IT operations.

Essential Duties And Responsibilities

• Resolve helpdesk tickets and provide exceptional customer support through email and calls.
• Monitor and troubleshoot the local IT infrastructure to ensure uninterrupted business operations.
• Set up desktops, printers, mobile devices, and user accounts for employees.
• Manage onboarding and offboarding processes for user accounts and access rights.
• Conduct basic networking troubleshooting and resolve connectivity issues.
• Develop and maintain knowledge base articles to streamline IT support processes.
• Perform configuration, preventive, and corrective maintenance of computer equipment.
• Collaborate with third-party vendors, such as warranty providers, maintenance teams, and Managed Print Services (MPS).
• Maintain proficiency in Microsoft Office tools and demonstrate expertise with Microsoft 365.
• Oversee the disposal and recycling of outdated hardware.
  
  

Required Qualifications

• Technical Support degree on computer systems or related area, plus three years of proven experience in corporate environments as a IT Level 2 technical support.
• Proficiency in English (at least B2 level).
• Intermediate knowledge of scripting languages, such as PowerShell .
• Basic knowledge and understanding of networking devices and appliances
• Desktop/Laptop hardware and software troubleshooting experience.
• Proficiency in Microsoft Windows OS and Office 365.
• Basic knowledge on Active Directory services (dhcp/dns,GPOs)

OPTIONAL CERTIFICATIONS

• Basic cloud certifications such as Azure, Google or AWS, a plus
• CompTIA A+ , MTA, Google IT Support Professional certificate ,a plus
  
  

Soft Skills

• Effective collaboration with cross-functional teams.
• Strong multitasking and time management skills.
• Clear and assertive communication.
• Customer-focused mindset and problem-solving abilities.
• Project management and results-oriented approach.
  
  

WORK SCHEDULE AND ENVIRONMENT

• Schedule: Monday–Friday, 100% on-site.
• Travel: None.
  
  

ENVIRONMENTAL WORKING CONDITIONS

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Sedentary physical activity performing non-strenuous daily activities of an administrative nature.
• Other physical working conditions: Moderate noise.
  
  

COMMENTS: This position description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. The incumbents will typically perform other related job objectives, special assignments and less significant responsibilities.