Service Desk Engineer

Description

Our client is an American company with more than 50 years of experience, dedicated to providing autonomy to the first line of retail/e-commerce, manufacturing, transportation and logistics, healthcare, the public sector, and other industries to achieve a competitive advantage.

Our client has more than 10,000 partners and 8,000 employees in 100 countries, offering better visibility through integrated and customized solutions for each industry, which allow connecting people, assets, and data with intelligence that help make critical decisions for the business.

We are seeking a Creative Designer with strong expertise in PowerPoint design and marketing content creation. The ideal candidate will have a keen eye for visual storytelling, the ability to create compelling presentations, and experience in designing marketing materials that drive engagement.

Responsibilities:

•  Provide Level 1 technical support (phone/email/chat) for laptops, desktops, printers, and applications (Windows 10, MS Office, VPN, etc.).
• Troubleshoot and resolve issues related to Active Directory (password resets, account provisioning), VMware/Citrix, SCCM/SCOM, and remote desktop connectivity.
• Manage ITSM ticketing systems (Ivanti, ServiceNow) for incident logging, routing, and resolution follow-up.
• Execute SCCM patch deployments, software installations, and Windows OS buildouts.
• Create SOPs and Knowledge Base articles for recurring issues and mentor junior team members.

Requirements:

•  2-3 years of phone support experience + 3+ years of Windows Service Desk expertise.
• Proficiency in Windows 10/Server 2019, Active Directory, SCCM/SCOM, and VMware/Citrix.
• Experience with ITSM tools (Ivanti, ServiceNow) and remote support applications.
• Basic knowledge of scripting, web applications, and network troubleshooting (VPN, DNS).
• Fluency in Spanish and Advanced English (written/oral).
• Availability for night shift (1 AM – 9 AM CST, Mexico City time).

Desired

• Certifications: Microsoft Fundamentals (AZ-900), ITIL Foundation, or CompTIA A+.
• Experience with Avamar backup or Exchange Server support.

Languages:

• Advanced Oral English.
• Native Spanish

Notes:

• Fully Remote

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Requirements

Requirements:

•  2-3 years of phone support experience + 3+ years of Windows Service Desk expertise.
• Proficiency in Windows 10/Server 2019, Active Directory, SCCM/SCOM, and VMware/Citrix.
• Experience with ITSM tools (Ivanti, ServiceNow) and remote support applications.
• Basic knowledge of scripting, web applications, and network troubleshooting (VPN, DNS).
• Fluency in Spanish and Advanced English (written/oral).
• Availability for night shift (1 AM – 9 AM CST, Mexico City time).