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Service Desk Engineer (2nd Shift - Bilingual Spanish/English Required)

3 months ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS Azure Linux SAP
Apply Now
Protera

Protera

Protera Technologies modernizes, optimizes, and secures enterprise workloads in the cloud, offering proactive services to solve business challenges, optimize costs, and mitigate risks with transparency.

IT Services
251-1K
Founded 1998
View All Jobs 10

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.

Interested in this position?

Apply directly on the company website

Apply Now

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