Portuguese & Spanish-Service Desk -Sr Engineer-Cloud & Infra Engg (INDIA - BENGALURU - BIRLASOFT OFFICE, IN)

Birlasoft
Mumbai, Pune, Noida, Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Communication","Customer service","Troubleshooting","Problem-solving","Presentation"]

Provide first-point technical assistance for Portuguese and Spanish-speaking users via tickets, calls, chats, and email in a 24/7 environment. Troubleshoot and diagnose end-user issues across software, hardware (laptops/desktops/printers), networks, and applications, using ITSM tools, knowledge bases, and ticket tracking systems. Resolve tier 1 requests and escalate tier 2/advanced problems, coordinating with other teams and ensuring smooth incident/ticket closure.

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FursaFursa
Birlasoft
Birlasoft
1 day ago

Portuguese & Spanish-Service Desk -Sr Engineer-Cloud & Infra Engg (INDIA - BENGALURU - BIRLASOFT OFFICE, IN)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide first-point technical assistance for Portuguese and Spanish-speaking users via tickets, calls, chats, and email in a 24/7 environment. Troubleshoot and diagnose end-user issues across software, hardware (laptops/desktops/printers), networks, and applications, using ITSM tools, knowledge bases, and ticket tracking systems. Resolve tier 1 requests and escalate tier 2/advanced problems, coordinating with other teams and ensuring smooth incident/ticket closure.
Location: Mumbai, Pune, Noida, Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as first point of contact for users through tickets, calls, chats, and emails, handling tier 1 requests in a timely manner.
  • •Troubleshoot and diagnose issues across networks, software applications, and end-user hardware (laptop, desktop, printer).
  • •Track and record all information in a ticket tracking system, using knowledge base tools to resolve problems.
  • •Escalate unresolved issues/requests to tier 2 support and coordinate with other teams/partners for resolution.
  • •Provide follow-ups with customers for resolution and closure of tickets/incidents, including remote access/elevation when needed.

Key Requirements

  • •3 to 5+ years of experience in a service desk / technical call center or IT support environment.
  • •Good communication skills for Portuguese and Spanish with international customer experience.
  • •Strong troubleshooting ability for networks, software, and end-user hardware (laptop, desktop, printer).
  • •Experience working on ITSM tools, ticket tracking systems, and knowledge base tools.
  • •Basic understanding of IT ecosystems such as AD and Outlook (Microsoft 365), plus ITIL familiarity.
Experience:3-5 yearsInternational customer experienceTechnical call centre
Skills:CommunicationCustomer serviceTroubleshootingProblem-solvingPresentation
Languages:PortugueseSpanish
Tech Stack:ITSM toolsTicket tracking systemKnowledge baseMS OfficeMicrosoft 365OutlookActive Directory (AD)OSS and BSSITILNetworksRemote troubleshooting

Company Brief

Birlasoft
Birlasoft is a global IT services and digital solutions provider delivering consulting, enterprise applications, cloud, and infrastructure services to enterprises across industries, helping accelerate digital transformation and business modernization.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Noida, India
WebsiteLinkedIn