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Job Summary: We are seeking an Engineer/Technician for specialized first- and second-level support, ensuring operational continuity and contributing to continuous improvement at Stefanini. Key Highlights: 1. Provides first- and second-level technical support in corporate environments. 2. Acts as a technical reference and contributes to continuous process improvement. 3. Works in a team that values innovation and continuous learning. Join Stefanini! At Stefanini, we are over 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** Position Objective: Provide specialized first- and second-level support to SQM Potassium users, ensuring operational continuity of technology services through incident and request handling, analysis, resolution, and follow-up. Act as a technical reference within the Help Desk, delivering support in both Spanish and English, contributing to continuous process improvement and adherence to Service Level Agreements (SLAs). Main Responsibilities * Receive, log, categorize, and prioritize incidents and requests using IT service management platforms. * Provide remote and/or on-site technical support to end users. * Diagnose and resolve incidents related to hardware, software, networks, operating systems, corporate applications, and collaborative tools. * Escalate to higher support levels when appropriate. * Continuously monitor tickets until resolution and closure. * Maintain effective communication with users and involved technical teams. * Develop and update technical documentation, procedures, and knowledge base articles. * Monitor compliance with defined SLAs and KPIs. * Participate in continuous improvement, automation, and optimization activities for support processes. * Train and support junior agents or new team members. * Generate operational reports and management metrics for leadership and clients. * Handle requests and coordination in both Spanish and English with international users and vendors. Specific Functions * Support for Microsoft Windows and Microsoft 365\. * Basic administration of user accounts in Active Directory and Azure AD. * Support for collaboration tools (Teams, Outlook, SharePoint, OneDrive). * Configuration and support for computers, printers, and mobile devices. * Management of user access, permissions, and profiles. * Support for technology deployments, equipment renewals, and migrations. * Analysis of incident trends to identify root causes and improvement opportunities. **Requirements and Qualifications** * Technical or Engineering degree in Computer Science, Telecommunications, Systems, Computing, or related field. * Minimum 3 years of experience in Help Desk, Service Desk, or IT Support roles. * Experience supporting medium- to large-scale corporate users. * Desired experience in industrial, mining, or production-process-oriented companies. Technical Knowledge * ITIL Foundation certification or knowledge of IT service management. * Windows 10/11 operating systems. * Microsoft 365\. * Active Directory and Azure Active Directory. * Ticket management tools (ServiceNow, Remedy, Jira Service Management, Freshservice, or others). * Basic networking (TCP/IP, VPN, DNS, DHCP). * Corporate hardware and software. * Cybersecurity fundamentals and best support practices. Languages * Intermediate\-Advanced English (spoken and written) * Ability to assist users and document cases in English. Competencies * Customer orientation. * Effective communication. * Problem solving. * Analytical thinking. * Teamwork. * Prioritization ability. * Proactivity. * Stress tolerance. * Adaptability to change. * Technical leadership and mentoring. Management Indicators (KPIs) * SLA compliance. * Average resolution time. * User satisfaction level (CSAT). * First Contact Resolution rate (FCR). * Quality of ticket logging and documentation. * Compliance with procedures and operational standards. Work Schedule and Modality * Shifts according to operational service needs. * Availability for remote and on-site support as required. * Occasional participation in business continuity arrangements and after-hours support. Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow — together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual who embraces continuous learning and has innovation in your DNA, then we’re exactly what you’re looking for. Come and build a better future — together!
