Level 2 IT Support Technician

Description

Position Summary: Responsible for leading technological continuity on-site, resolving incidents, and providing Level 2 technical support. Key Highlights: 1. Lead technological continuity on-site. 2. Incident resolution and registration on the internal platform. 3. Provide Level 2 technical solutions and escalate to third-line support. **Position: Field Technician (Level 2 IT Support)** ● Monthly Remuneration: Approx. $640\.000 net. This amount constitutes the total income and fully includes any items associated with meal and internal transportation allowances. ● Productivity and Quality Bonus: Approx. $62\.600 net — a variable net bonus that activates exclusively once the employee transitions to an indefinite-term contract, subject to strict achievement of operational team targets (minimum 85% productivity and 85% quality). ● Regional Cell Bonus: Approx. $25\.000 net — activates exclusively if scheduled monthly visits to other locations are conducted. ● CCU Plant Location: Torobayo Sector (T\-350 Route No. 950\) Valdivia. ● Working Hours: Fixed administrative schedule from Monday to Thursday, 08:00–17:30, and Fridays, 08:00–17:00. ● Contract Type: Fixed-term contract for 2 months, followed by renewal for another 2 months pending managerial evaluation; becomes indefinite after 6 months. **Main Responsibilities:** The selected candidate will be responsible for leading technological continuity on-site, aligned with the following responsibilities: ● Incident Resolution and Registration: Resolve, register, and keep daily workload fully updated on the internal platform. It is mandatory to keep end users duly informed about the status of their requests until final resolution, safeguarding established Service Level Agreements (SLAs) via in-person, telephone, corporate email, Google Chat, or ticket channels. ● Level 2 Support: Provide Level 2 technical solutions focused on software, user profile configuration, corporate operating systems, and sales force tools. If required, promptly escalate to third-line support per internal organizational protocols when failures exceed first-contact scope. ● Clear Closure and Communication: Close each incident assigned to one’s queue by drafting explanatory closure notes for end users in clear, understandable language, including preventive technical recommendations to mitigate future incidents. ● Proactive Reporting: Immediately report and escalate any irregular situation or widespread failure compromising plant operational continuity directly to the area supervisor. ● On-Site Availability: Maintain full availability for on-site rotation and emergency technical response across all assigned facilities or plants under one’s coverage. ● Inherent Tasks: Carry out any other technical or operational activities inherent to the IT support area as instructed by one’s immediate supervisor. **APPLY AT ITCONTIGO.COM** Salary: $640\.000 per month Workplace: On-site employment