About the job
Join Our Team as a Technical Services Engineer
As a Technical Services Engineer at InterSystems, you'll play a crucial role in delivering exceptional Helpdesk and frontline support (approximately 70% of your time) to our local staff in Santiago, while also engaging in Systems and Network engineering responsibilities (about 30%). You will serve as the first point of contact for staff incidents and requests, ensuring the stability, security, and performance of our core infrastructure. Our dynamic, multi-regional environment will require you to partner closely with remote Technical Services teams to provide reliable services and enhance the employee experience.
Key Responsibilities – Helpdesk (70%)
- Deliver first and second line support via ServiceNow for end-user devices, virtual machines, Microsoft 365/Office, identity and access management, printers, telephony, video conferencing, and commonly used business applications.
- Manage support tickets from inception to resolution: triage, diagnose, resolve, or escalate to specialized teams while maintaining clear, empathetic communication and accurate documentation.
- Handle user provisioning and deprovisioning: assist with onboarding and offboarding in collaboration with HR; configure laptops and peripherals according to standard images and policies; manage software licensing and requests.
- Ensure asset accuracy for endpoints and local equipment; oversee ISO-compliant destruction and disposal of media and hardware.
- Provide brief user training and guidance on security and information systems compliance; contribute to the development of knowledge base articles and how-to guides.
- Conduct daily operational checks (e.g., endpoint compliance, backup job status) and proactively address any issues.
- Support local events and meeting technologies; coordinate with vendors and logistics specialists for spare parts and supplies.
Key Responsibilities – Systems & Network (30%)
- Assist in the administration of on-premises and private cloud platforms, as well as Windows and Linux servers, under the guidance of regional teams.
- Support enterprise networking components (switching, routing, wireless, firewalls) and troubleshoot connectivity issues in collaboration with remote senior engineers.
- Monitor and address infrastructure alerts; contribute to patching, backup monitoring, and routine health checks in compliance with change control processes.
- Document configurations and changes; adhere to ITSM processes (Incident, Request, Problem, Change) and compliance procedures.
- Engage in project work and workflows as assigned; automate repetitive tasks using approved tools or scripting where appropriate.

