Service Desk Engineer
1 semana atrás
About the CompanySycomp 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.SummaryWe 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 ResponsibilitiesTechnical SupportProvide 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 InteractionDeliver 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 ManagementAdhere 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 & DocumentationWork 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 & TechnologyUse 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 & SkillsFluency 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 CompetenciesTechnical troubleshootingCustomer service orientationCommunication & documentationTime managementProblem-solvingProcess disciplineCollaborationAttention to detailSycomp 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 hr@sycomp.com.
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