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Global Service Desk Analyst - Spanish Bilingual Overnight

5 hours, 37 minutes ago
Canada
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apply Now
Long View Systems

Long View Systems

Long View Systems is a top IT solutions provider in North America, specializing in Hybrid IT solutions like cloud services, IT infrastructure, and end user support.

IT Services
1K-5K
Founded 1999
View All Jobs 5

Description

  • Document customer issues thoroughly in the ticket management system.
  • Analyze symptoms, assess urgency, and resolve technical issues when possible.
  • Escalate unresolved incidents to appropriate Tier II support teams and manage them through resolution.
  • Handle internal and external escalations.
  • Identify process improvements and collaborate with peers and leads to improve service delivery.
  • Provide support for the IT and communications systems used by service desk clients.
  • Deliver customer service through phone and other support channels.

Requirements

  • 2+ years of experience in a Tier I technical support, service desk, or help desk role.
  • Fluent Spanish proficiency in a professional environment.
  • Excellent written and verbal communication skills in both Spanish and English.
  • Proven ability to troubleshoot and resolve technical and procedural issues.
  • Ability to adapt to changing customer needs and manage high-stress situations professionally.
  • Ability to establish rapport with peers and colleagues.
  • Strong customer service skills both on and off the phone.
  • Availability and willingness to work overnight shifts.
  • Understanding of ITIL Incident Management (preferred).
  • A+ certification (preferred).

Benefits

  • Collaborative, inclusive, and supportive workplace culture.
  • Employee recognition programs.
  • Employee resource groups and company-wide training opportunities.
  • Commitment to diversity, equity, inclusion, and accommodation support.

Interested in this position?

Apply directly on the company website

Apply Now

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