Service Desk Engineer – 2nd Shift, Bilingual Spanish/English

Protera

Service Desk Engineer handling service requests for bilingual Spanish/English users. Responsible for incident management and communication across technical teams in a remote setting.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMLinux

About the role

Key responsibilities & impact

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

What you’ll need

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
Willingness to work a fixed shift with rotational weekend coverage
Strong desire to learn, grow, and commit to the role
Ability to lift up to 40 pounds
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
Ability to pass a background check
**Nice to Have:**
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

Benefits

Comp & perks

Competitive salary package
Comprehensive health and dental insurance
Professional development opportunities
Collaborative and supportive work environment
Unlimited PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

end-user device troubleshootingserver hardwarebackup operationsasset lifecycle managementLinuxdatabase administrationITSM toolsITILNetworkingSystems Administration

Soft Skills

communication skillscustomer service skillsattention to detailmultitaskingprioritizationindependent workproblem-solvingtroubleshootinganalytical thinkingdesire to learn