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remote desktop support jobs near bengaluru karnataka

Spanish Service Desk - Sr Engineer-Cloud & Infra Engg

BirlaSoft -
Bengaluru, Karnataka

Apply Now

Job details

3 days ago

Qualifications

Knowledge management
Spanish
ITIL Certification
Microsoft Outlook
Software troubleshooting
Multilingual
Enterprise Software
SAP
English
Windows
Technical support
Microsoft Office
Analysis skills
Bachelor's degree
ITIL
Remote access software
IT support
ServiceNow
Communication skills
Active Directory
VPN

Full job description

Country/Region: IN

Requisition ID: 36169

Work Model:

Position Type:

Salary Range:

Location: INDIA - BENGALURU - BIRLASOFT OFFICE

Title: Spanish Service Desk - Sr Engineer-Cloud & Infra Engg

Description:

Area(s) of responsibility

Job Description: Global Service Desk (GSD) Spanish Language Support Expert
Role Summary
The Global Service Desk (GSD) Spanish Language Support Expert is responsible for providing L1/L1.5 IT support to global users with a focus on Spanish-speaking regions. The role ensures effective incident resolution, service request fulfillment, and high customer satisfaction through strong technical troubleshooting and multilingual communication skills.
Key Responsibilities

Provide IT support (L1/L1.5) in Spanish and English across global users
Handle incidents and service requests via calls, emails, and chat
Troubleshoot issues related to applications, systems, and infrastructure
Ensure tickets are logged, categorized, and resolved within SLA
Escalate complex issues to L2/L3 teams with proper documentation
Maintain accurate updates and resolution notes in ticketing tools
Follow ITIL processes (Incident, Request, Knowledge Management)
Contribute to knowledge base and self-service documentation
Support shift-based global operations (24x7 model)

Language & Communication Requirements

Fluent in Spanish (spoken and written) – mandatory
Good proficiency in English
Ability to communicate clearly with global users
Experience handling voice-based support preferred

Technical Skills

Experience with ServiceNow or similar ITSM tools
Knowledge of Windows OS, Office 365, Outlook, and collaboration tools
Understanding of VPN, network basics, and remote access tools
Exposure to Active Directory (user/access management)
Basic knowledge of enterprise applications (SAP, JDE, etc. is a plus)

Process & Compliance

Adhere strictly to ITIL-driven processes and guidelines
Maintain audit-ready documentation and ticket updates
Follow security, access, and compliance protocols
Ensure proper adherence to escalation matrix

Skills & Competencies

Strong troubleshooting and analytical skills
Excellent verbal and written communication
Customer-centric mindset
Ability to work in a high-volume ticketing environment
Flexibility to work in shifts (including night shifts if required)

Experience & Qualifications

2–5 years of experience in IT Service Desk / Technical Support
Proven experience in Spanish language support
ITIL Foundation certification preferred
Graduate in IT/Computer Science or related field

Key Metrics (KPIs)

SLA compliance (response and resolution)
First Call Resolution (FCR)
Customer Satisfaction (CSAT)
Ticket backlog and aging
Quality audit scores

Tools & Platforms

ServiceNow (Incident, Request, Knowledge modules)
Remote desktop / support tools
MS Teams, Outlook, and other collaboration tools

Career Progression

Senior Service Desk Analyst
SME / Language Specialist
Service Desk Lead roles

Apply Now

Refine Your Search

remote desktop support jobs in bengaluru karnataka

Spanish Service Desk - Sr Engineer-Cloud & Infra Engg

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Application Engineer Desktop

Application Tech Support Practitioner

Service Desk Engineers

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Systems Engineering Senior Specialist-Vulnerability Remediation & Tanium Support

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IT Engineer - AI Agents (Healthcare)

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Lead Software Engineer - Windows App Development

Manager, SAP BI /BW

RRN00017014 - SD Supervisor

Trainee Engineer

Senior QA & Automation Engineer

Microsoft 365 / Power Platform Engineer

Senior Systems Escalation Engineer - Citrix

Manager, Software Engineering

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