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:

• Competitive salary package.
• Comprehensive health and dental insurance.
• Professional development opportunities.
• Collaborative and supportive work environment.
• Unlimited PTO.
• Designated weekday off when assigned a weekend shift.