Technical Support Specialist

Description

Job Summary: We are seeking a Technical Support Specialist to deliver advanced on-site and remote support, resolving incidents and managing devices with a focus on sustainability. Key Highlights: 1. Advanced technical support for end-user devices and technologies 2. Incident and ITIL 4 service request management 3. Long-term professional growth and development opportunities We are SGA, part of SLR Consulting — a team of over 200 professionals delivering environmental consulting, engineering, and regulatory advisory services across Chile. We provide environmental and sustainability services to our clients through environmental studies and projects in impact assessment, management plans, audits, management systems, environmental control and monitoring — helping them address some of their most complex sustainability challenges. We are Making Sustainability Happen. As our new **Technical Support Specialist**, you will play a vital role within a team whose work is fundamental to achieving this mission. Join the team that makes sustainability happen. Here, your work matters. **About the Role** The Technical Support Specialist provides advanced on-site and remote support for end-user devices and workplace technologies, resolving incidents escalated from Level 1 and fulfilling service requests in accordance with ITIL 4 best practices. The role focuses on Windows 11 devices, Microsoft 365, Azure AD/Microsoft Entra ID, and device management via Microsoft Intune/Endpoint Manager, with hands-on responsibilities covering hardware troubleshooting/repairs, imaging, IMAC (Installations/Moves/Additions/Changes), and conference/meeting room technology. **Responsibilities** * Manage and resolve Level 2 escalations related to hardware, operating systems, applications, and connectivity; document work and resolutions in the ITSM tool and escalate to Level 3/vendors as required. * Restore normal service as quickly as possible and manage service requests according to the Technical Support Service practice (incidents/requests). * Create images and register/manage Windows devices using Microsoft Intune. * Manage application deployments, patching, compliance, and BitLocker. * Support onboarding, device re-imaging, and lifecycle tasks. * Maintain an accurate inventory of devices and asset tags. * Troubleshoot Azure AD/Microsoft Entra ID login issues, profiles, and access; reset passwords and perform basic account administration tasks per policy. * Provide support for Microsoft 365 applications (Outlook, Teams, OneDrive, Office Desktop), collaboration tools, printing, and basic AV/meeting room configurations. * Perform hardware repairs on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs. * Execute IMAC activities; manage asset recovery, tagging, and disposal per process. * Provide occasional technical support for local network/meeting room equipment under supervision of Level 3 teams. * Maintain accurate ticket and knowledge base article updates; contribute to SLA/KPI tracking and continuous improvement. * Apply ITIL® 4 Technical Support Service practice concepts (e.g., communication focus, user experience) in daily operations. **Working at SLR** With us, you will certainly develop your technical expertise and broaden your industry knowledge. We are committed to long-term investment in our people — and if you ask our team, they’ll tell you that’s just one of many benefits of working here. We aim to be a place where you can grow professionally and find long-term career satisfaction. As part of our team, you will also have access to: * A competitive total rewards package, including benefits, vacation, and diverse wellness initiatives. Final compensation will align with academic qualifications, professional certifications, experience, internal equity, and location. * A permanent employment contract, with opportunities for professional growth and development. **Required Qualifications** * Minimum 2–4 years of experience in desktop/desk-side or Level 2 technical support, with demonstrated experience managing and resolving Level 2 tickets. * Strong hands-on experience with Windows 10/11, hardware repair, imaging, and IMAC processes. * Practical knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, application deployment) and familiarity with SCCM/ConfigMgr. * Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 applications (Teams/Outlook/Office). * Practical understanding of networking fundamentals (LAN/Wi-Fi/VPN) for endpoint troubleshooting. * Strong customer service, communication, and documentation skills; ability to work independently on-site. * ITIL® 4 Foundation/Practitioner (familiarity with Technical Support Service practices) is a preferred requirement. * Microsoft certifications (e.g., MD-102/Modern Desktop, SC-900 or equivalent) and CompTIA A+/Network+. * Experience with Windows Autopilot, BitLocker, and endpoint security integrations via Intune. * Basic macOS knowledge. * Advanced English proficiency required to interact with global teams. SLR will process personal data of job applicants for recruitment and selection purposes, in accordance with our Privacy Policy. By applying, you authorize this processing and may exercise your rights of access, correction, or objection under applicable Chilean law. We promote inclusion, and our hiring efforts comply with Law 21.015, which promotes labor inclusion of persons with disabilities.