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

Protera Technologies is hiring a bilingual Service Desk Engineer to support its 24x7x365 service center during second-shift operations. The role manages customer incidents and service requests, coordinates resolution with technical teams, and maintains accurate records in ITSM tools.

Responsibilities:

• 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 all Service Desk policies and procedures in a structured, shift-based environment
• Document all interactions, resolutions, and updates accurately in ITSM tools

Requirements:

• Fluency in Spanish and English (verbal and written)
• Excellent communication and customer service skills
• Strong attention to detail
• Ability to multitask, prioritize, and work independently
• Effective problem-solving and troubleshooting abilities
• Knowledge of end-user device troubleshooting (laptops, printers, etc.)
• Basic technical skills with server hardware (rack/unrack, cabling)
• Experience supporting backup operations and asset lifecycle management
• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Analytical thinking skills
• Basic knowledge of Linux
• Understanding of database administration concepts
• Exposure to ITSM tools and ITIL best practices
• Experience in Networking, Systems Administration, Databases, or Application Support