About the Role
We are seeking a highly skilled Service Desk Engineer to deliver exceptional technical support to clients.
* 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.
Key qualifications include:
* 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.
Responsibilities
1. Technical Support:
* 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.
2. 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.
3. 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.
4. 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.