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Senior Benefits Manager Latam
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Service Desk Engineer (Latam)
Job summary
A global IT services provider is looking for a motivated Service Desk Engineer to deliver technical support and ensure efficient IT operations. The ideal candidate should have proficiency in Salesforce, Slack, and Office 365, along with fluency in English and Spanish. Responsibilities include providing support, diagnosing issues, and maintaining documentation. This full-time position requires strong customer service skills and a proactive approach to problem-solving.
Qualifications
- 2+ years of experience in a Managed Service Provider (MSP) environment.
- Hands-on experience with Salesforce or similar ticketing platforms.
- Excellent interpersonal and communication skills.
Responsibilities
- Provide first- and second-line support via email and remote tools.
- Log, track, and manage incidents and service requests.
- Create and update knowledge base articles for recurring issues.
Skills
Tools
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
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.
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.
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.
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.
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
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.