IT SR Specialist Service Desk

Sequoia Connect

2d • Hybrid

About The Position

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global corporate landscape. We act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial and technological execution. By joining our network, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects. We are currently partnering with a global leader in sustainable packaging solutions and high-precision filling technology. With a presence in over 100 countries and a track record dedicated to responsible innovation, this organization serves as the backbone of food safety and logistical efficiency for the world’s most recognized brands. Their approach ensures that every technological solution is not only efficient but also contributes positively to the environment and society through aseptic packaging systems and industrial digitalization. This is your chance to thrive in an environment where precision engineering meets global-scale sustainability. You will join a diverse team of experts operating under international standards of excellence, working on the development and maintenance of systems that impact the lives of millions of people daily. If you are a professional driven by technical innovation and seeking a purpose-driven career within a solid, forward-thinking structure, this is where you belong. Start today the transformation that will take your career to the next level.

Requirements

• Proven experience in IT service desk operations, specifically providing initial incident analysis and structured escalation for enterprise environments.
• Strong customer service mindset with excellent verbal and written communication skills.
• Demonstrated ability to troubleshoot common IT issues using structured problem-solving methods.
• Understanding of how enterprise applications integrate within a broader IT ecosystem and the ability to recognize cross-application impacts.
• Solid grasp of ITSM/ITIL concepts and daily service desk operations.
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."
• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Nice To Haves

• Desired Exposure to ERP environments and enterprise application landscapes.
• Prior experience supporting Infor LN , SAP ECC , or SAP S/4HANA Public Cloud in a service desk or shared services context is a strong advantage.
• Familiarity with cloud-native foundations or AI coding assistants.

Responsibilities

• Provide first‑line and initial second‑line support for end users by fulfilling service requests and performing initial incident triage and problem isolation.
• Act as the primary point of contact for end users, ensuring clear, timely, and professional communication throughout the request or incident lifecycle.
• Support enterprise and business‑critical applications, primarily focusing on ERP systems.
• Perform impact assessments and structured escalations to application, platform, or vendor support teams while maintaining end‑to‑end ownership of the ticket.
• Accurately document, categorize, and route service requests and incidents using approved IT service management tools to ensure service continuity and knowledge sharing.
• Support an integrated application ecosystem by identifying cross‑application dependencies and coordinating effectively with internal IT teams and external partners.
• Adhere to ITIL‑based processes, standards, and guidelines, contributing to continual service and process improvement initiatives.
• Act proactively and sustainably, being aware of environmental impacts, hazards, and risks arising from your activities, and comply with Good Manufacturing Practices to ensure the production of safe packaging under Our Client's standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed