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Job Summary: Provide specialized Level 1 and Level 2 support to users, ensuring operational continuity of technology services and contributing to continuous process improvement. Key Highlights: 1. Specialized Level 1 and Level 2 support 2. Technical point of contact in the Help Desk 3. Participation in continuous process improvement Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** Provide specialized Level 1 and Level 2 support to SQM Potasio users, ensuring operational continuity of technology services through incident and request handling, analysis, resolution, and follow-up. Act as the technical point of contact within the Help Desk, delivering support in Spanish and English, contributing to continuous process improvement and adherence to Service Level Agreements (SLAs). Key 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 collaboration tools. * Escalate to higher support levels when appropriate. * Continuously track 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 initiatives 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 Spanish and English with international users and vendors. 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. Reports To: * Help Desk Supervisor. * IT Services Leader / Service Delivery Manager. **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. * Preferred experience in industrial environments, mining, or production-process 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. * Ticketing tools (ServiceNow, Remedy, Jira Service Management, Freshservice, or similar). * 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 based on operational service requirements. * 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 counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future — together!
