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.

Key Responsibilities – Helpdesk (70%)

• 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.

Key Responsibilities – Systems & Network (30%)

• 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.

Skills & Competencies

• 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.

Education & Certifications

• 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.

Working Conditions

• 5 days a week in Santiago office

• Occasional international travel to support events or remote offices.

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.