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 Silicon Valley, we deliver complex IT projects and support to 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 ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments. Fluency in English is required, and knowledge of an additional language is a plus. Experience with Managed Service Providers (MSPs) and tools such as Salesforce, Slack, and Office 365 is essential. An ITIL certification is advantageous.
Key Responsibilities
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.
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.
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.
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
Office 365, Salesforce, Slack, and other business applications.
User account administration, permissions, and configuration.
Emerging technologies and best practices for IT service management.
Qualifications & Skills
Fluency in English and Spanish (written and verbal).
Minimum 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
Equal Opportunity Employer Statement
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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