Service Desk Engineer – 2nd Shift, Bilingual Spanish/English

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete lifecycle of incidents and service requests submitted by customers.

• Act as the main communication link between customers and technical teams.

• Facilitate incident investigation and resolution among L1, L2, and L3 support teams.

• Adhere to all Service Desk policies and procedures within a structured, shift-oriented environment.

• Accurately document all interactions, resolutions, and updates in ITSM tools.

⛳️ Requirements

• Proficiency in Spanish and English (both verbal and written).

• Outstanding communication and customer service abilities.

• Keen attention to detail.

• Capability to multitask, prioritize, and work independently.

• Strong problem-solving and troubleshooting skills.

• Willingness to work fixed shifts with rotating weekend coverage.

• A strong desire to learn, grow, and remain committed to the role.

• Ability to lift items weighing up to 40 pounds.

• Knowledge of troubleshooting end-user devices (laptops, printers, etc.).

• Basic technical skills related to server hardware (rack/unrack, cabling).

• Experience with backup operations and asset lifecycle management.

• Capability to pass a background check.

• **Nice to Have:**

• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Skills in analytical thinking.

• Basic understanding of Linux.

• Knowledge of database administration concepts.

• Exposure to ITSM tools and ITIL best practices.

• Experience in Networking, Systems Administration, Databases, or Application Support.

🏝️ Benefits

• Competitive salary package.

• Comprehensive health and dental insurance.

• Opportunities for professional development.

• Collaborative and supportive work environment.

• Unlimited PTO.