Intermediate Service Desk Analyst

About the role

Motivus is seeking an Intermediate Service Desk Analyst to join its global support team. You will be the first point of contact for developers working in Windows and Linux environments, helping them resolve technical issues quickly and efficiently.

Key responsibilities

• Receive and respond to customer requests via phone, email, chat and other channels.
• Document each request, categorize and classify it according to established procedures.
• Resolve incidents using approved Knowledge Base articles or escalate to higher‑level support when necessary.
• Track escalated tickets through their lifecycle, keeping users informed until closure.
• Provide on‑call coverage for different shifts to ensure continuous issue resolution.

Required profile

• Minimum 1 year of help‑desk or technical support experience.
• Strong client communication skills in English; bilingual English/Spanish is required.
• Familiarity with Agile working practices.
• Ability to work both independently and as part of a team.

Required skills

• Linux operating system fundamentals (filesystems, permissions, basic networking).
• Compilation tools for C/C++ such as gcc and Make.
• Basic knowledge of IT Service Management processes.
• Call handling and basic IT support tasks.