Service Desk Engineer

Service Desk Engineer (Latam) Join to apply for the Service Desk Engineer (Latam) role at Sycomp 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; escalated 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 ticket‑ing 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 Equal Opportunity Employer 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 ******. Seniority level Entry level Employment type Full‑time Job function Information Technology Location Fazenda Rio Grande, Paraná, Brazil #J-18808-Ljbffr