Systems Support Engineer I

About the role

We are seeking a Systems Support Engineer I to provide technical assistance to our U.S.-based clients. The role involves troubleshooting Windows environments, Microsoft 365 services, and basic networking issues while delivering a high level of customer service in English. The position operates on a hybrid schedule from our Santiago office.

Key responsibilities

• Serve as the first point of contact for customers via phone or remote access.
• Troubleshoot and resolve issues with Windows computers, software, peripherals, and networking components.
• Install, configure, and support Windows desktop and server operating systems and Microsoft 365 applications.
• Set up and maintain printers, monitors, routers, switches, wireless access points, and firewalls.
• Document troubleshooting steps, resolutions, and time spent in the ticketing system.
• Escalate complex problems to Level 2 support or appropriate teams.
• Collaborate with internal teams and vendors to ensure system performance.

Required profile

• Minimum 2 years of professional IT support experience.
• Fluent English, both written and verbal.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Customer‑focused attitude and ability to work independently in a fast‑paced environment.

Required skills

• Windows operating systems (desktop and server).
• Microsoft 365 and Microsoft Office.
• Active Directory.
• VPN and basic networking concepts.
• Antivirus and anti‑spam solutions.
• Backup solutions.
• Network printer configuration and troubleshooting.
• Routers, switches, wireless access points, and firewalls.