Technical Support Engineer

Description

Job Summary: We are seeking a Technical Support Engineer to diagnose issues, deliver solutions, and coordinate cases, ensuring operational continuity of technology services. Key Highlights: 1. Intermediate-level role to work autonomously and prioritize requests 2. Responsible for diagnosing issues and delivering timely solutions 3. Coordination with users, vendors, and specialized teams **About the Role:** Valparaíso is one of Chile’s main commercial, logistics, and service hubs. At SMUF Digital Operations SpA, we support organizations that need their platforms, internal systems, and technological tools to operate stably, securely, and efficiently. We seek a Technical Support Engineer with experience in incident resolution, user administration, application support, device configuration, and handling technical requests. The selected candidate will be responsible for diagnosing technical issues, delivering timely solutions, and coordinating cases requiring intervention from specialized departments. They will collaborate with internal users, vendors, infrastructure teams, and application owners to ensure operational continuity of technology services. This position targets an intermediate-level professional capable of working autonomously, prioritizing requests, and maintaining clear communication with users possessing varying levels of technical knowledge. **Main Responsibilities:** **User Support:** Address requests related to computers, operating systems, enterprise applications, user accounts, printers, mobile devices, and collaboration tools. **Incident Management:** Log, categorize, prioritize, and resolve incidents within defined response timeframes. **Technical Diagnosis:** Identify root causes of hardware, software, connectivity, access, and configuration failures, applying permanent solutions where possible. **Access Administration:** Create, modify, and disable user accounts, permissions, groups, and access profiles according to internal procedures. **Application Support:** Assist users with internal platforms, management systems, productivity tools, and applications used in daily operations. **Device Configuration:** Prepare computers, install authorized software, execute updates, and verify that devices comply with the company’s technical standards. **Case Escalation:** Escalate complex incidents to infrastructure, networking, development, cybersecurity, or external vendors, providing complete technical background information. **Documentation:** Maintain up-to-date support records, technology inventories, manuals, frequently used solutions, and operational procedures. **Request Tracking:** Keep users informed about the status of their cases and confirm service restoration prior to case closure. **Continuous Improvement:** Identify recurring issues, propose improvements, and support automation of repetitive technical tasks. **Vendor Coordination:** Manage warranties, repairs, licenses, equipment replacements, and requirements associated with external technology services. **Information Security:** Enforce access policies, data protection measures, system updates, and appropriate use of technological resources. **Job Requirements:** **Experience:** Minimum 3 years of experience in technical support, help desk, technology infrastructure, or system administration. **Education:** Technical or university degree in Computer Science, Systems Engineering, Networking, Telecommunications, or a related field. **Operating Systems:** Experience supporting Windows, configuring user profiles, installing drivers, performing updates, and troubleshooting errors. **Microsoft 365:** Practical knowledge of Outlook, Teams, OneDrive, SharePoint, Excel, and user administration tools. **User Administration:** Experience with Active Directory, Microsoft Entra ID, access policies, groups, and credential resets. **Networking:** Knowledge of connectivity, IP addressing, DNS, DHCP, wireless networks, VPN, and basic communication diagnostics. **Hardware:** Ability to diagnose failures in computers, peripherals, printers, monitors, disks, and related components. **Support Tools:** Experience with ticketing platforms, remote control tools, technology inventory systems, and incident documentation. **Work Management:** Ability to organize multiple requests, identify priorities, and meet established service level agreements. **Communication:** Ability to clearly, respectfully, and understandably explain technical solutions to non-technical users. **Service Orientation:** Proactive attitude, willingness to solve problems, and commitment to high-quality service delivery. **Preferred Qualifications:** Experience with ITSM tools, basic server administration, mobile device support, corporate antivirus, backup solutions, virtualization, or cloud platforms. Knowledge of ITIL best practices, technology asset management, information security, or operational continuity. Salary: $900\.000 \- $1\.150\.000 per month Work Location: On-site employment