Service Desk Engineer (2nd Shift - Bilingual Spanish/English Required)

Key Responsibilities

• Manage the full lifecycle of incidents and service requests received from customers
• Serve as a primary communication point between customers and technical teams
• Cook up 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

Schedule Requirements

• 2nd Shift: 12:00 PM - 8:00 PM or 1:00 PM - 9:00 PM EST
• Workweek: Monday-Friday
• Weekend Rotation: Required based on team schedule
• Compensation for Weekend Work: Scheduled weekday off when weekend shifts are assigned

Requirements

• Must have fluency in Spanish and English (verbal and written)
• Must have excellent communication and customer service skills
• Must have strong attention to detail
• Must be able to multitask, prioritize, and work independently
• Must have effective problem-solving and troubleshooting abilities
• Must be willing to work a fixed shift with rotational weekend coverage
• Must have a strong desire to learn, grow, and commit to the role
• Must have strong technical skills with server hardware (rack/unrack, cabling)
• Must have experience supporting backup operations and asset lifecycle management
• Must be able to pass a background check

Nice to Have

• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Must have analytical thinking skills
• Must have basic knowledge of Linux
• Must have understanding of database administration concepts
• Must have exposure to ITSM tools and ITIL best practices
• Must have experience in Networking, Systems Administration, Databases, or Application Support