*No Agencies Please

Videndum plc is an international group principally serving customers in the "image capture and content creation" market. Videndum plc has three divisions: Media Solutions, Production Solutions and Creative Solutions. Videndum's Production Solutions Division designs, manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.

Our people are key to Videndum plc’s future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.

Role Summary:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. To act as the first point of contact for colleagues seeking technical IT assistance over the phone or email, to offer an initial triage response or facilitate ticket logging and escalation processes.

This would also suit someone who would like to work across both traditional IT Support and IT Systems Support. Providing a development opportunity in both fields.

Work Location: Hybrid - Minimum 3 days a week in the office at Cartago.

Our Benefits:

• Competitive Pay  
• Asociación Solidarista
• Special licenses for Paternity, Marriage, or Family member loss
• Healthy and Safe Work Environment
• Hybrid Working (Office Based Positions)
• Flexible Schedules
• 3 personal days per year
• Company Medical Clinic
• Private Medical Insurance and Dental Plan (Depending on Grade)
• Health Fair
• Annual Flu Vaccination
• Employee Assistance Programme
• Life Assurance
• Volunteering Opportunities
• Time Off for Giving Blood
• Fund Raising Events with Action4Good
• Purpose-Built Solar Powered Factory
• Free On-Site Parking and EV Charging
• Subsidized Canteen
• Long Service Awards
• Recognition Program
• Learning and Development Support
• Regular Social Activities
• Staff Products Discount
• And lots more! Visit Cartago, Costa Rica - Videndum Production Solutions for more information!

Our goal is to create a gender and culturally diverse workforce as we believe this is critical to our success. We are committed to attracting, developing, growing and retaining a diverse workforce. Talk to us about your flexible working aspirations - we're open to flexible hours to fit around family commitments.

Knowledge and Skills:

Essential:

• Proficient in English
• 2-3 Years experience working in the IT Industry.
• Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determining the best solution based on the details provided of the issue and assist colleagues through the problem-solving process.
• Accurately categorize and record events, problems and their resolution. Create and maintain full documentation in line with existing procedures.
• Foster self-service resolution in colleagues and escalate unresolved issues to the next level of IT support.
• Provide colleagues with accurate information on IT products or services and offer feedback on outstanding tickets.
• Execute and have input into internal IT related polices, processes and procedures (for example employee on-boarding workflow).
• Basic administration tasks such as ordering and shipping of equipment.
• Acting as a champion for the importance of customer experience within the business.
• Contributing to the office culture, conduct and discipline to encourage an enjoyable, productive and efficient workplace for all.
• Seeking success for the company, contributing and supporting the company Vision and Values for the future growth to the benefit of all stakeholders.
• Fostering sound working relationships with all employees.
• Any other duties consistent with the job description that may be required from time to time.

Desirable:

• Excellent telephone manner and face to face communication skills
• Excellent organisational, time management and prioritisation skills
• Always willing to cooperate and assist
• Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following: Office 365 Solutions, Active Directory administration, Windows Desktop, iOS, Android, Basic Network troubleshooting.
• Windows Server, VMware experience, Nutanix
• Use initiative to ensure that high importance deadlines and SLAs are met.
• Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
• Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of onsite support.
• Opportunity to learn and support IT systems and Services, such as ERP, PLM, Salesforce.
• Willingness to learn and support new Business Systems and IT services.

Education and Qualifications:

Essential:

• College or university degree in an IT related subject.

Desirable:

• Technical accreditation in relevant technologies (Microsoft, Networking, Security etc)

Videndum Mindset:

Our commitment is founded on a set of core values that form the Videndum Mindset:

• Exceptional Product Performance
• Customer Focus
• Leading a Fast Changing Market
• Global Capability
• Transparency, Integrity and Respect
• Environmental Consciousness

Health and Safety is at the forefront of everything we do at Videndum Production Solutions:

All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.

Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.

*Notice to recruitment agencies:

We appreciate your interest in assisting us in our search. Videndum engages outside agencies only under specific circumstances. If you are interested in working with us on a particular position, you may contact us via email at vpscareers@videndum.com. We ask that you do not contact management or hiring managers directly.