Spanish-Speaking Service Desk Agent MX

Excis is a global IT outsourcing and managed services provider delivering world-class technology support solutions to enterprise clients worldwide. We are seeking a reliable organized and proactive Service Desk Agent to support our Americas (AMS) region and help deliver exceptional service to our global customers.

This is an excellent opportunity for IT support professionals with strong customer service skills to join a fast-growing global organization.

At Excis we believe in empowering our people through continuous learning collaboration innovation and career development opportunities.

We are seeking a reliable organized and proactive Service Desk Agent (Spanish Speaking) to serve as the frontline coordinator of our IT support this role you will handle incoming support requests prioritize tickets route technical issues to the appropriate teams and drive timely resolution through effective coordination with Field Technicians and internal support resources.

This is a hands-on coordination position that requires strong technical awareness excellent ticket management discipline and the ability to ensure smooth service delivery and proper documentation for our clients.

• Receive log and triage incoming support requests via phone email portal and ticketing systems.
  
• Use technical knowledge to accurately prioritize tickets based on urgency business impact and SLA requirements.
  
• Identify out-of-scope requests and follow proper escalation or change request processes.
  

• Coordinate technical issues by routing them to the correct internal teams (Engineering Network Infrastructure etc.) or dispatching Field Technicians for onsite resolution.
  
• Actively drive Field Technicians to ensure timely completion of dispatched work orders and Same Business Day (SBD) requests.
  
• Follow up on open tickets and escalations to maintain progress and achieve service targets.
  
• Coordinate with internal support teams to ensure efficient ticket resolution.
  

• Maintain excellent ticket hygiene by adding clear detailed updates work notes and resolution steps throughout the ticket lifecycle.
  
• Ensure all tickets are properly documented categorized and closed with accurate information.
  
• Maintain accurate records of incidents requests and service activities.
  
• Contribute to knowledge management and process improvement initiatives.
  

• Provide exceptional customer service and regular updates to end users.
  
• Communicate effectively with clients Field Technicians and internal technical teams.
  
• Ensure customer expectations are managed appropriately throughout the support process.
  
• Act as a key point of coordination between users and technical support resources.
  

• Minimum 2 years of experience in a Service Desk Help Desk Technical Support IT Support or Service Coordination role.
  
• Experience working in an IT outsourcing MSP or managed services environment is an advantage.
  
• Experience supporting enterprise-level customers is preferred.
  

• Strong knowledge of Microsoft Windows operating systems.
  
• Experience supporting Microsoft 365 applications and services.
  
• Experience with Active Directory administration password resets and user account management.
  
• Understanding of networking fundamentals including TCP/IP DNS VPN and connectivity troubleshooting.
  
• Experience with ITSM and ticketing platforms such as ServiceNow Jira Service Management Freshservice ConnectWise HaloPSA or similar tools.
  
• Ability to assess technical issues and prioritize tickets effectively.
  

• Strong troubleshooting analytical and problem-solving abilities.
  
• Excellent organizational and ticket management skills.
  
• Strong attention to detail and commitment to documentation quality.
  
• Excellent verbal and written communication skills.
  
• Ability to work independently and collaboratively within a global team environment.
  
• Customer-focused mindset with a proactive and solutions-oriented approach.
  
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
  

• Spanish speaking is required / highly preferred for this role.
  
• Strong English communication skills are also required for global support operations.
  

• ITIL Foundation Certification.
  
• Microsoft Certifications.
  
• CompTIA A Network or equivalent certifications.
  
• Experience supporting global enterprise environments.
  
• Exposure to remote support tools and cloud-based technologies.
  

At Excis youll be part of a global organization that values innovation collaboration and professional growth. We offer a supportive work environment exposure to international clients and opportunities to advance your IT career while making a meaningful impact on customer success.