Company OverviewSycomp is a global IT services and logistics provider with expertise in cloud, data center, endpoint management and security solutions. Headquartered in Silicon Valley, Sycomp has successfully deployed and managed complex IT projects in more than 150 countries, partnering with Fortune 500 customers.Role OverviewWe 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, with an additional language a plus.Key ResponsibilitiesProvide 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 & TechnologyUse 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 & SkillsFluency in English and Spanish (written and verbal).2+ years of experience in an MSP environment.Hands-on experience with Salesforce or a similar ticketing platform.Strong troubleshooting and problem-solving capabilities.Excellent interpersonal and communication skills.Technical troubleshooting, customer service orientation, communication & documentation, time management, problem solving, process discipline, collaboration, attention to detail.Equal Opportunity StatementSycomp 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.
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