Role Overview

Genus Company has an exciting opportunity for an IT Service Desk Analyst based in Santiago, Chile.

As a key member of our Integral IT Service Desk team, you will play a critical role in delivering exceptional IT support to employees across multiple regions. In this position, you will provide both on-site and remote technical assistance, take ownership of incidents through resolution, and contribute to infrastructure, technology, and workplace improvement initiatives. Success in this role requires strong technical troubleshooting skills, effective communication, sound judgment, and a proactive, customer-focused approach.

Given the global nature of this role, fluency in both English and Spanish is required, as you will regularly support and collaborate with employees and stakeholders across multiple countries and regions.

This is a full-time, on-site position located in our Santiago office, with up to 5% travel required.

The annual salary range for this position is CLP $18,000,000 to CLP $21,000,000. Genus considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Essential duties and responsibilities

Service Delivery

- Provide day-to-day support for local colleagues and other remote sites during your time-zone.
- Take ownership of incidents and requests through to resolution, prioritizing effectively to meet SLA targets.
- Use ticketing systems to manage, document, escalate and report on all support activities.
- Build strong working relationships with key stakeholders and external vendors.

Technical Operations

- Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals.
- Support and administer user accounts, permissions and security using Active Directory, Microsoft 365, Exchange Online, and Entra.
- Manage and maintain endpoint security, patching,



and update compliance through tools such as Intune and PatchMyPC.
- Support application suites including Microsoft 365 and D365.

Infrastructure Support

- Assist in managing Wi-Fi access points, switching, VPNs, and LAN cabling across office sites.
- Support network and connectivity issues, with working knowledge of TCP/IP, DHCP, DNS and VPN.

Cloud & Automation Exposure

- Monitor and administer cloud services including Microsoft 365 and Azure, supporting service availability and access.
- Identify and implement improvements to support workflows through automation or scripting (PowerShell or similar).
- Maintain awareness of backup procedures, business continuity processes, and recovery tools.

Project Participation

- Support the implementation and rollout of global IT projects including infrastructure upgrades, new site deployments, and service transitions.
- Act as a local technical lead for minor projects, coordinating third-party engineers or contractors where appropriate.

Stakeholder Engagement

- Be a visible and approachable IT contact for colleagues, ensuring a high standard of customer service.
- Communicate technical issues clearly to non-technical users and log all interactions thoroughly.
- Identify patterns or recurring issues and propose proactive solutions or improvements.

Requirements

Required:

- Proven experience in a 2nd line IT support role with multi-site or international reach.
- Proficient in supporting Windows 11, Microsoft 365 and Exchange Online.
- Experience using a ticket management system (we use Ivanti Neurons) to manage support incidents and requests.
- Solid understanding of endpoint management, patching, and anti-malware tools.
- Hands-on experience with device provisioning and remote support tools.
- Competence in scripting or automating routine support tasks using PowerShell or similar.
- Fully bilingual in English and Spanish.

Preferred:

- Exposure to Intune, Autopilot, or similar tools.
- Familiarity with Microsoft Dynamics 365 or comparable business applications.
- Experience supporting Android/iOS mobile device fleets.
- ITIL Foundation certification (or willingness to obtain, with support).

📌 IT Service Desk Analyst (Santiago, Chile) (Huechuraba)
🏢 Genus
📍 Huechuraba