Service Desk Engineer – 2nd Shift, Bilingual Spanish/English
Job Description:
- Manage the full lifecycle of incidents and service requests received from customers
- Serve as a primary communication point between customers and technical teams
- Coordinate incident investigation and resolution across L1, L2, and L3 support teams
- Follow all Service Desk policies and procedures in a structured, shift-based environment
- Document all interactions, resolutions, and updates accurately in ITSM tools
Requirements:
- Fluency in Spanish and English (verbal and written)
- Excellent communication and customer service skills
- Strong attention to detail
- Ability to multitask, prioritize, and work independently
- Effective problem-solving and troubleshooting abilities
- Willingness to work a fixed shift with rotational weekend coverage
- Strong desire to learn, grow, and commit to the role
- Ability to lift up to 40 pounds
- Knowledge of end-user device troubleshooting (laptops, printers, etc.)
- Basic technical skills with server hardware (rack/unrack, cabling)
- Experience supporting backup operations and asset lifecycle management
- Ability to pass a background check
Nice to Have:
• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Analytical thinking skills
- Basic knowledge of Linux
- Understanding 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
- Professional development opportunities
- Collaborative and supportive work environment
- Unlimited PTO