Seeking a proficient Service Desk Engineer with 3-5+ years of experience to deliver exceptional technical support to clients. This role serves as the primary point of contact for users contacting the IT Service Desk via tickets, calls, and chats. The Engineer will ensure the highest standard of customer service while effectively managing and resolving tier 1 requests through ticket tracking systems and a knowledge base.

Collaboration with tier 2 support and advanced resolver teams is crucial for escalating complex issues. The position involves diagnosing and resolving basic end-user problems across various software applications, hardware (laptops, desktops, printers), and network systems.

Candidates must possess excellent communication skills in both Spanish and Portuguese, coupled with a solid IT background. This role operates within a 24/7 support window, requiring flexibility for rotational shifts and weekend work.

Respond to user inquiries through chat, email, and phone, providing timely and effective solutions. Resolve issues related to networks and other computer systems, ensuring minimal disruption. Diagnose system errors and other technical problems, documenting findings accurately. Follow up with customers to confirm complete issue resolution and ensure satisfaction. Coordinate with other teams and partners to address and resolve customer issues efficiently. Recommend improvements to processes and identify opportunities to fix process gaps. Utilize remote access tools to make changes and fix client hardware or software problems. Collaborate with Level 2 and Field Operations teams for ongoing queries and requests. Monitor and follow up on pending tickets, ensuring all updates are current. Act as a central point for directing requesters to the appropriate stakeholders for solutions. Conduct follow-up calls to confirm ticket and incident resolution and closure, enhancing the end-user experience. Maintain excellent communication skills, particularly with international clients. Leverage technical call center experience to provide superior support.

Demonstrate excellent oral and written communication skills. Possess strong computer skills and a proven ability to troubleshoot and diagnose problems effectively. Experience with troubleshooting OSS and BSS tools is required. Exhibit strong customer service skills, with the ability to help customers resolve issues and feel satisfied with their experience. Proficiency in working with ITSM tools is essential. Possess specific knowledge of computer systems and applications relevant to diverse work environments. Experience working with international clients is a mandatory requirement. Must be able to work night shifts, adhering to 24/7 rotational schedules, including weekends. Demonstrate robust remote troubleshooting skills and experience with remote session elevation. Proficiency in Active Directory troubleshooting and elevating user privileges to Admin status. Skilled in desktop troubleshooting and possess a basic understanding of IT ecosystems like Active Directory, Outlook, and ITIL. Ability to identify and diagnose issues and problems, and support problem identification. Categorize and record reported queries, providing appropriate solutions. Escalate unresolved problems to higher levels of support when necessary. Experience with MS Office, Office 365, Active Directory, and Outlook is required.