Spanish & Portuguese Service Desk Senior Engineer – Cloud & Infra

About the role

We are seeking a bilingual (Spanish & Portuguese) Service Desk Senior Engineer to join our Cloud & Infrastructure team. The role provides first‑line technical assistance to international clients, handling tickets, calls and chats 24/7.

Key responsibilities

• Respond to user queries via phone, email or chat across multiple time zones.
• Troubleshoot hardware (laptop, desktop, printer) and software issues, including Windows, MS Office, O365 and Outlook.
• Use ITSM and ticketing tools to log, track and resolve Tier‑1 incidents.
• Escalate unresolved problems to Tier‑2 or specialized teams.
• Perform remote sessions to diagnose and fix problems.
• Coordinate with Level‑2, Field‑Ops and external partners to ensure issue closure.
• Identify process gaps and suggest improvements.

Required profile

• 3‑5+ years of experience in an IT service desk or technical support environment.
• Fluent written and spoken Spanish and Portuguese with strong communication skills.
• Experience supporting international customers and working in a 24/7 rotational shift model.
• Good understanding of ITIL concepts and basic networking.

Required skills

• Proficiency with ITSM tools and ticketing systems.
• Knowledge of OSS and BSS troubleshooting tools.
• Microsoft Office, O365, Active Directory and Outlook administration.
• Remote session and remote desktop troubleshooting.
• Hardware diagnostics for laptops, desktops and printers.
• Network connectivity troubleshooting.