Service Desk Engineer - Spanish Language Expert

We are seeking an experienced and highly skilled Spanish language expert Senior Service Desk Engineer to join our dynamic IT support team. In this role, you will be the primary point of contact for escalated technical issues and will leverage your extensive knowledge to troubleshoot, resolve, and document complex service desk incidents. You will play a vital role in ensuring the smooth operation of IT services and will mentor junior team members to enhance their skills and efficiency

Experience: 4- 10 yrs

Work from office @ Chennai / Pune / Bangalore / Delhi

Rotational shifts inclusive of night shifts

Must Have: Spanish Language Expertise

Responsibilities

Serve as the primary escalation point for complex technical issues and ensure timely resolution.

Mentor and train junior service desk staff on troubleshooting techniques and best practices.

Develop and maintain comprehensive documentation for standard operating procedures and technical guides.

Monitor ticketing system to ensure that service level agreements are consistently met and exceeded.

Collaborate with other IT teams to identify root causes of recurring issues and implement solutions.

Conduct regular training sessions for staff regarding new technologies and tools.

Engage with stakeholders to gather feedback and enhance service delivery based on customer needs.

Requirements

Bachelor's degree in computer science, information technology, or a related field.

5+ years of experience in a service desk or technical support environment, with strong expertise in troubleshooting.

In-depth knowledge of IT service management (ITSM) frameworks and methodologies, preferably ITIL certified.

Proficiency in supporting Windows, Linux, and macOS operating systems.

Experience with remote support tools and technologies, such as VPN, remote desktop, and ticketing systems.

Excellent communication skills, both verbal and written, with a focus on customer service and collaboration.

Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.

Skills Required
Remote Desktop, Vpn, ticketing systems