Helpdesk Support Engineer- Spanish

Location:

About the Role

This position is ideal for candidates who are fluent in Spanish and capable of providing high-quality technical and customer support to global users. The role involves handling IT service desk requests, troubleshooting basic technical issues, and ensuring smooth communication with Spanish-speaking clients and stakeholders.

Key Responsibilities

• Provide

  IT Helpdesk support

  to end-users through calls, emails, chats, or ticketing tools.
• Handle and resolve

  Level-1 technical issues

  such as password resets, access issues, VPN connectivity, printer problems, email configuration, and basic application support.
• Communicate

  fluently in Spanish

  to understand user issues, respond clearly, and document ticket details accurately.
• Log all support interactions in the ticketing system with complete notes and follow standard operating procedures.
• Perform

  initial triage

  and escalate complex issues to the appropriate L2/L3 teams as needed.
• Track and follow up on open tickets to ensure timely resolution and excellent customer experience.
• Adhere to

  SLA timelines

  , quality parameters, and internal process compliance.
• Provide guidance to users on IT policies, software usage, and standard troubleshooting steps.
• Participate in team huddles, knowledge-sharing sessions, and continuous improvement activities.

Required Skills & Qualifications

• Bachelor’s degree (any discipline) or equivalent professional experience.

• Fluency in Spanish (B2/C1 level)

  – both verbal and written.
• Strong English communication is an added advantage.
• 1–4 years of experience in a

  Service Desk / Helpdesk / Technical Support

  environment.
• Good understanding of Windows OS, MS Office, Outlook, VPN, basic networking, and common enterprise applications.
• Experience with ITSM tools like

  ServiceNow, Remedy, or JIRA

  is preferred.
• Ability to work in rotational shifts, including night shifts if required.

Preferred Qualifications

• ITIL Foundation certification (preferred but not mandatory).
• Experience supporting global users in a multi-lingual environment.
• Strong troubleshooting mindset, customer orientation, and problem-solving ability.