Service Desk Engineer - Spanish Language Expert

About the role

We are looking for a senior Service Desk Engineer who is fluent in Spanish to join our fast‑growing IT support team in India. You will act as the primary escalation point for complex incidents, mentor junior staff, and help maintain high‑quality service delivery across multiple office locations.

Key responsibilities

• Serve as the main escalation contact for advanced technical issues and ensure timely resolution.
• Mentor and train junior service desk members on troubleshooting techniques and best practices.
• Create and maintain comprehensive SOPs, technical guides, and documentation.
• Monitor the ticketing system to consistently meet or exceed SLA targets.
• Collaborate with other IT teams to identify root causes of recurring problems and implement corrective actions.
• Conduct regular training sessions on new tools and technologies.
• Engage with stakeholders to gather feedback and improve service delivery.

Required profile

• Bachelor's degree in Computer Science, IT, or a related field.
• 5+ years of experience in a service desk or technical support environment.
• Strong knowledge of ITSM frameworks; ITIL certification preferred.
• Excellent verbal and written communication skills, especially in Spanish.
• Ability to work independently and manage multiple tasks in a fast‑paced setting.

Required skills

• Spanish language proficiency.
• Troubleshooting of Windows, Linux, and macOS operating systems.
• Experience with remote support tools such as VPN and remote desktop.
• Familiarity with ticketing systems and ITSM processes.
• ITIL (or similar) knowledge.