Technical Services Engineer

Technical Services – Technical Services Engineer

• This role combines a primary focus on Helpdesk/Frontline support (≈70%) to the local staff in Santiago with Systems & Network engineering responsibilities (≈30%). You are the first point of contact for staff incidents and requests and also contribute to the stability, security, and performance of core infrastructure. You will operate in a multi-region, high-pressure environment, partnering with remote Technical Services teams to deliver reliable services and an excellent employee experience.
• Provide first and second line support via ServiceNow: end-user devices and VMs, Microsoft 365/Office, identity & access, printers, telephony and video conferencing, and commonly used business applications.
• Own tickets end-to-end: triage, diagnose, resolve or escalate to specialist teams; keep users informed with clear, empathetic communication and accurate documentation.
• Provision and deprovision users: onboarding/offboarding in collaboration with HR; build and configure laptops and peripherals to standard images and policies; manage software licensing and requests.
• Maintain asset accuracy for endpoints and local equipment; oversee ISO-compliant destruction/disposal of media and hardware.
• Deliver short user training, tips, and guidance on security and IS compliance; contribute to knowledge base articles and how-to guides.
• Monitor daily operational checks (e.g., endpoint compliance, backup job status where applicable) and address issues proactively.
• Support local events and meeting technology; coordinate with vendors and Logistics Specialists for spares and supplies.
• Assist with administration of on-prem and private cloud platforms and Windows/Linux servers under guidance from regional teams.
• Support enterprise networking components (switching, routing, wireless, firewalls) and troubleshoot connectivity issues in concert with remote senior engineers.
• Monitor and remediate infrastructure alerts; contribute to patching, backup monitoring, and routine health checks following change control.
• Document configurations and changes; follow ITSM processes (Incident, Request, Problem, Change) and compliance procedures.
• Participate in project work and workstreams as assigned; automate repetitive tasks using approved tools or scripting where appropriate.
• Excellent interpersonal skills and a customer-first mindset; clear verbal and written communication.
• Strong troubleshooting across Windows 11 and macOS; familiarity with Linux desirable.
• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs) and identity services (Active Directory/Entra ID).
• Experience with ServiceNow or similar ITSM platform; disciplined ticket hygiene and KPI awareness.
• Accuracy and attention to detail; ability to prioritize and thrive in a process-driven environment while remaining flexible.
• Desirable: Exposure to VMware administration (or similar), Cisco/Meraki networking, and enterprise backup/storage platforms.
• As this role will be part of a global team, English language skills are essential.
• Required: Degree in a technical subject or equivalent experience; fluency in English (additional local language(s) a plus).
• Required: ITIL v4 Foundation (or commitment to achieve within 6 months).
• Desirable: Microsoft 365 Certified: Endpoint Administrator Associate; Apple Certified Support Professional (ACSP); vendor certifications across VMware, Cisco, Palo Alto.
• 5 days a week in Santiago office
• Occasional international travel to support events or remote offices.