About the Role
We are seeking a skilled Service Delivery Specialist to join our team. This role involves providing technical support to clients, ensuring smooth operation of their IT environments.
Key Responsibilities
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving 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 industry-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.
Required Skills & Qualifications
* Fluency in English and Spanish (written and verbal).
* 2+ years of experience in an MSP environment.
* Hands-on experience with ticketing platforms.
* Strong troubleshooting and problem-solving capabilities.
* Excellent interpersonal and communication skills.
Sycomp is an Equal Opportunity Employer.
We are committed to diversity and inclusion in the workplace.