Job Summary
A Service Desk Engineer plays a vital role in ensuring the smooth operation of IT environments for clients.
The ideal candidate will provide exceptional technical support via email and remote tools, diagnose and resolve issues with various business applications, log and track incidents, and maintain accurate documentation.
They will also deliver a professional customer-focused experience, translate technical issues into clear language, and escalate unresolved issues appropriately.
Main Responsibilities:
1. Provide first- and second-line support via email and remote tools.
2. Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
3. Log, track, and manage incidents and service requests across various platforms.
4. Deliver a professional, customer-focused experience during all interactions.
5. Translate technical issues into clear, user-friendly language.
6. Escalate unresolved issues appropriately and ensure timely follow-up.
Requirements and Qualifications:
* 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.