This position is for an experienced technician on the Desktop Support team responsible for partnering with both Customer IT design teams and Level 1 Service Desk and other support groups to provide support for core infrastructure and desktop technologies standard to Customer’s operating environment.

Deliver 24x5 on-site technical support across Nemak locations, including Break & Fix, IMAC/D activities, preventive maintenance, and VIP user assistance. Services also cover meeting room equipment checks, Mobile devices, server/network “hands & eyes” support, and PC refresh, ensuring compliance with Nemak’s operational and security standards.

Responsibilities for this position may include but are not limited to:

- Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Customer L3 application teams.
- Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
- Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.
- Understand and follow direction provided by the Application and System Services team leads and managers.
- Document recurring issues in the Customer Knowledge Base




- Document in detail case status and tasks / work completed with end users in the Customer ITSM system
- Follow the Customer critical incident process

Required Qualifications:

- Bachelor’s degree in IT or Computer Science preferred
- Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
- Mobile Device Management and Mobile Web Apps, iOS, etc.
- Active Directory Administration and Infrastructure Design
- Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
- Microsoft Office Suite (2010/2016) advanced troubleshooting.
- Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
- General knowledge/troubleshooting for Macs
- General knowledge/troubleshooting for Networking
- General knowledge of Microsoft Intune
- Printers
- Office 365
- Understand and troubleshoot Azure MFA
- Desktop imaging
- Experience in desktop and notebook hardware, operating systems and desktop software.
- Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills

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📌 Field Support Operations - FSO (Santiago)
🏢 HCLTech
📍 Santiago