Service Desk Engineer (Latam) – Sycomp
Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions. Headquartered in the heart of Silicon Valley, California, Sycomp serves Fortune 500 customers and global partners in more than 150 countries.
Summary
We are looking for a motivated and skilled Service Desk Engineer to join our dynamic team. The role requires delivering exceptional technical support to clients and ensuring seamless operation of their IT environments.
Key Responsibilities
Technical Support: Provide first- and second-line support via email and remote tools; diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications; log, track, and manage incidents and service requests across various platforms.
Client Interaction: Deliver a professional, customer‑focused experience during all interactions; translate technical issues into clear, user‑friendly language; escalate unresolved issues appropriately and ensure timely follow‑up.
Service Management: Adhere to ITIL‑aligned processes for incident, problem, and change management; monitor and meet SLA requirements for all client requests; identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation: Work closely with internal teams and vendors to resolve complex issues; maintain accurate documentation of incidents, changes, and resolutions; create and update knowledge base articles for recurring issues.
Tools & Technology: Use and support applications such as Office 365, Salesforce, and Slack; administer user accounts, permissions, and configurations; stay current with emerging technologies and best practices.
Qualifications & Skills
Fluency in English and Spanish (written and verbal).
2+ years of experience in an MSP environment.
Hands‑on experience with Salesforce or similar ticketing platforms.
Strong troubleshooting and problem‑solving capabilities.
Excellent interpersonal and communication skills.
Core Competencies: technical troubleshooting, customer service orientation, communication & documentation, time management, problem‑solving, process discipline, collaboration, attention to detail.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Information Technology
Sycomp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, veteran status, or any other protected characteristic. Sycomp will provide reasonable accommodation for qualified individuals with disabilities as needed. If you need assistance or an accommodation in applying, please contact our Human Resources Department.
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