Senior Engineer - Cloud & Infra Management

Role description

Role Overview

We are seeking a Service Desk Analyst with proficiency in Spanish to provide Level 1 and Level 15 technical support for endusers This role is critical in ensuring timely resolution of ITrelated issues delivering exceptional customer service and maintaining operational efficiency

Key Responsibilities

Incident Management

Respond to and resolve userreported issues via phone email or ticketing system

Perform initial diagnosis and troubleshooting for hardware software and networkrelated problems

Escalate unresolved issues to L2L3 teams following defined protocols

Request Fulfillment

Handle service requests such as password resets account provisioning and application access

Ensure compliance with SLAs and maintain accurate documentation in the ITSM tool

Communication

Provide support in Spanish and English ensuring clear and professional communication

Update users on ticket status and resolution progress

Knowledge Management

Utilize and contribute to the knowledge base for common issues and solutions

Suggest improvements to enhance service desk efficiency

Required Skills Qualifications

Language Fluent in Spanish and English written and spoken

Technical Skills

Basic understanding of Windows OS MS Office Suite and common enterprise applications

Familiarity with ITSM tools eg ServiceNow Remedy

Experience

12 years in IT Service Desk or technical support roles

Exposure to L15 troubleshooting eg advanced application support minor configuration tasks

Certifications Preferred

ITIL Foundation

Soft Skills

Strong problemsolving and analytical abilities

Excellent customer service and interpersonal skills

Ability to work in a fastpaced environment and manage multiple priorities

Shift Availability

Willingness to work in rotational shifts including weekends if required