**Job Title:** Service Desk Engineer
About Us
Sycomp is a global provider of IT services and logistics. Our expertise spans cloud, data center, endpoint management, and security solutions.
We deliver on our mission to tackle challenging global IT projects through state-of-the-art integration centers and global technology partnerships.
Job Description
We seek a motivated and skilled Service Desk Engineer to join our team. The ideal candidate will deliver exceptional technical support to clients, ensuring smooth operation of their IT environments.
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.
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.
* Technical troubleshooting
* Customer service orientation
* Communication & documentation
* Time management
* Problem-solving
* Process discipline
* Collaboration
* Attention to detail
Benefits
As a Service Desk Engineer, you will have the opportunity to work with a dynamic team and develop your skills in IT service management.
Other Information:
Equal Employment Opportunity Employer.
Reasonable Accommodation for Qualified Individuals with Disabilities.