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

Work from home Full-time role Hiring

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 Service Desk policies and procedures in a structured, shift-based environment.
Document interactions, resolutions, and updates accurately in ITSM tools.
Support second-shift operations with rotational weekend coverage as scheduled.
Coordinate with internal teams and external customers to maintain effective communication throughout issue resolution.

Requirements:

Fluency in Spanish and English, both verbal and written, is required.
Excellent communication and customer service skills are required.
Strong attention to detail is required.
Ability to multitask, prioritize, and work independently is required.
Effective problem-solving and troubleshooting abilities are required.
Willingness to work a fixed second shift with rotational weekend coverage is required.
Ability to lift up to 40 pounds is required.
Knowledge of end-user device troubleshooting, including laptops and printers, is required.
Basic technical skills with server hardware, including rack/unrack and cabling, are required.
Experience supporting backup operations and asset lifecycle management is required.
Ability to pass a background check is required.
Familiarity with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, is preferred.
Analytical thinking skills are preferred.
Basic knowledge of Linux is preferred.
Understanding of database administration concepts is preferred.
Exposure to ITSM tools and ITIL best practices is preferred.
Experience in Networking, Systems Administration, Databases, or Application Support is preferred.

Benefits:

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