Service Desk Engineer (LATAM)

Sycomp; Santana de Parnaíba; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global IT services company is seeking a motivated Service Desk Engineer in São Paulo. The ideal candidate will provide exceptional technical support, enhancing client satisfaction while ensuring smooth IT operations. A minimum of 2 years in a Managed Service Provider environment is required, along with fluency in English and Spanish. Experience with Salesforce, Office 365, and strong problem-solving skills are essential. The company values collaboration and adherence to ITIL processes in service delivery to clients.

Qualificações

• Fluency in English and Spanish (written and verbal).
• 2+ years of experience in an MSP environment.
• Hands-on experience with Salesforce or similar ticketing platforms.
• Strong troubleshooting and problem-solving capabilities.
• Excellent interpersonal and communication skills.

Responsabilidades

• Provide first- and second-line support via email and remote tools.
• Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
• Adhere to ITIL-aligned processes for incident, problem, and change management.
• Monitor and meet SLA requirements for all client requests.
• Maintain accurate documentation of incidents, changes, and resolutions.

Conhecimentos

Fluency in English

Fluency in Spanish

Technical troubleshooting

Customer service orientation

Communication & documentation

Problem-solving

Ferramentas

Salesforce

Office 365

Slack

Descrição da oferta de emprego

About the Company

Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions. Sycomp's diverse team of consultants and engineers deliver on the company's mission to tackle challenging global IT projects through its state-of-the-art integration and warehouse centers and global technology partnerships. Headquartered in the heart of Silicon Valley, California, Sycomp has successfully shipped, deployed and managed complex IT projects and supporting assets in more than 150 countries helping its Fortune 500 customers and global partners realize a world without boundaries.

Summary

We are looking for a motivated and skilled Service Desk Engineer to join our dynamic team. The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments. Fluency in English is required, and knowledge of an additional language is a plus. This role suits a proactive professional with experience in Managed Service Providers (MSPs) and strong proficiency in tools such as Salesforce, Slack, and Office 365. An ITIL certification is advantageous and reflects a commitment to industry best practices.

Key Responsibilities

Technical Support

• Provide first- and second-line support via email and remote tools.
• Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
• Log, track, and manage incidents and service requests across various platforms.

Client Interaction

• Deliver a professional, customer-focused experience during all interactions.
• Translate technical issues into clear, user-friendly language.
• Escalate unresolved issues appropriately and ensure timely follow-up.

Service Management

• Adhere to ITIL-aligned processes for incident, problem, and change management.
• Monitor and meet SLA requirements for all client requests.
• Identify opportunities to enhance service delivery and client satisfaction.

Collaboration & Documentation

• Work closely with internal teams and vendors to resolve complex issues.
• Maintain accurate documentation of incidents, changes, and resolutions.
• Create and update knowledge base articles for recurring issues.

Tools & Technology

• Use and support applications such as Office 365, Salesforce, and Slack.
• Administer user accounts, permissions, and configurations.
• Stay current with emerging technologies and best practices.

Qualifications & Skills

• Fluency in English and Spanish (written and verbal).
• 2+ years of experience in an MSP environment.
• Hands-on experience with Salesforce or similar ticketing platforms.
• Strong troubleshooting and problem-solving capabilities.
• Excellent interpersonal and communication skills.

Core Competencies

• Technical troubleshooting
• Customer service orientation
• Communication & documentation
• Time management
• Problem-solving
• Process discipline
• Collaboration

Attention to Detail

Sycomp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, veteran status, or any other protected characteristic.

Sycomp will provide reasonable accommodation for qualified individuals with disabilities as needed. If you need assistance or an accommodation in applying, please contact our Human Resources Department at [e-mail].