Service Desk Engineer Role Summary:
Sycomp seeks a motivated Service Desk Engineer to deliver exceptional technical support to clients, ensuring smooth operation of their IT environments. The ideal candidate will 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, and maintain accurate documentation of incidents, changes, and resolutions.
Key Responsibilities:
Technical Support: 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.
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 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.
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.
Tools & Technology: Use 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 & Skills:
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.
Core Competencies:
Technical troubleshooting
Customer service orientation
Communication & documentation
Time management
Problem-solving
Process discipline
Collaboration
Attention to detail