Spanish Bilingual IT Support Analyst (Night Shift)

About the role

This position provides first‑line technical assistance to end‑users in both English and Spanish. The role operates on a rotating night shift schedule and supports a variety of common IT issues through phone, chat, and email channels.

Key responsibilities

• Serve as the initial point of contact for users via phone, chat, and email.
• Record and categorize incidents, service requests, and inquiries in ServiceNow.
• Provide first‑line support for password resets, account unlocks, basic network connectivity, Outlook issues, hardware problems, and software installations.
• Follow standard operating procedures for issue resolution and escalation.
• Escalate unresolved or complex incidents to Advanced Technical Support.
• Communicate ticket status and resolution updates clearly in both English and Spanish.
• Prioritize tickets based on urgency and impact, document solutions, and contribute to the knowledge base.
• Participate in continuous‑improvement initiatives and regular team meetings.

Required profile

• Bilingual proficiency in English and Spanish.
• Willingness to work night shifts, rotating schedules, and holidays.
• Strong communication skills for interacting with users and documenting tickets.

Required skills

• ServiceNow (ITSM) ticketing system.
• Basic network and connectivity troubleshooting.
• Outlook email client support.
• Hardware troubleshooting and peripheral setup.
• Software installation procedures.