Senior Engineer - Cloud & Infra Management

  Seeking a Senior Service Desk professional with 3 to 5 years of experience to provide advanced technical support lead service desk operations and deliver multilanguage support Brazilian Portuguese and Mexican Spanish ensuring highquality customer service

  Job Description 

  Provide expertlevel support for service desk operations focusing on incident management and service requests Utilize strong troubleshooting skills on Windows OS Active Directory Office 365 and VPN technologies Ensure adherence to ITIL best practices to maintain and improve service delivery standards Collaborate with other IT teams to resolve complex technical issues and improve processes Maintain accurate documentation and update ITSM tools such as ServiceNow or Remedy Support hardware and software troubleshooting including desktops laptops printers and mobile devices Drive continuous improvement initiatives to enhance service desk efficiency and customer satisfaction Deliver multilanguage support for Brazilian Portuguese and Mexican Spanish speaking users to ensure clear communication and effective issue resolution

Roles and Responsibilities 

    Act as a senior escalation point for complex technical issues and ensure timely resolution Mentor and guide junior service desk engineers to enhance team capabilities Monitor and report on service desk performance metrics ensuring SLAs and KPIs are met Lead knowledge sharing sessions and coordinate training to keep the team updated on new technologies Manage shift planning and resource allocation to ensure comprehensive service desk coverage Foster a customercentric culture by maintaining clear communication and handling escalations professionally Participate in audits and compliance activities to uphold IT service standards Provide support and communication in Brazilian Portuguese and Mexican Spanish to cater to diverse user groups