IT Desktop Support (Dispatch) CHL

Brilliant Computers; Santiago; Presencial; CLP 10.044.000 - 14.508.000; Jornada completa

Descripción de la vacante

Brilliant Computers is seeking a Field Engineer to support end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. You will ensure timely communication, proper documentation, and strict adherence to SLAs.

Responsibilities include receiving and inspecting equipment, authenticating assets, delivering to end users, collecting devices, performing secure wipes and generating reports as required.

Formación

• Basic IT knowledge across laptops, OS and troubleshooting.
• Strong communication and coordination abilities.
• Attention to detail for documentation and reporting.

Responsabilidades

• Warehouse & asset handling including receiving and photos.
• Deliveries, collections, and obtaining proof of delivery.
• Report generation and timely sharing via WhatsApp and email.
• Follow SLA timelines and maintain proper storage and tagging.
• Coordinate with end users to schedule and confirm deliveries.

Conocimientos

Basic IT knowledge

Communication skills

Attention to detail

Coordination skills

Descripción del empleo

• Country Chile

Job Description

Role Overview

The Field Engineer (FE) will be responsible for supporting end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. The role requires timely communication, proper documentation, and strict adherence to service level agreements (SLAs).

Key Responsibilities

1. 1. Warehouse & Asset Handling
   • * Receive incoming IT equipment at the warehouse when required
   • * Confirm total number of items received immediately upon delivery
   • * Take clear pictures of:
     • * Delivery documents
     • * Each asset (with visible serial number/service tag)
   • * Ensure all assets are stored properly in the designated warehouse area
   • * Maintain accurate tracking and documentation of all items
   • * Power on devices to check for GE image/logo
   • * Share verification report via WhatsApp and email
   • If GE image is present:
     • * Mark device as ready for deployment
     • * Return to proper storage
   • If GE image is NOT present:
     • * Generate hash file as per instructions
     • * Share generated hash file promptly
2. 3. Delivery Operations
   • * Contact end users to confirm availability and schedule delivery
   • * Pick up device(s) from warehouse
   • * Deliver device(s) to user location with delivery form
   • * Obtain proof of delivery (POD)
   • * Share POD immediately after delivery
3. 4. Collection Operations
   • * Contact users to schedule pickup of old devices
   • * Collect devices and confirm completion
   • * Share update immediately after collection
   • * Follow instructions for:
     • * Secure wipe
     • * Share wipe and diagnostic reports

Service Level Agreements (SLA)

• * Acknowledge new requests: Within 2 hours
• * Schedule delivery/collection: Within 24 hours
• * Delivery completion: Within 24–48 hours after scheduling
• * Collection completion: Within 24–48 hours after scheduling
• * Share POD / reports: Same day (within 2–4 hours)
• * Hash file generation: Within 24 hours of request
• * Wipe & diagnostic report: Within 24–48 hours after collection

Communication & Reporting

• * Provide timely updates via WhatsApp and email
• * Report any delays or issues immediately
• * Maintain clear and professional communication with users and team

Requirements

• * Basic IT knowledge (laptops, OS, troubleshooting)
• * Ability to follow instructions and meet deadlines
• * Strong communication and coordination skills
• * Attention to detail for documentation and reporting

Performance Expectations

• * Timely execution of deliveries and collections
• * Accurate documentation and reporting
• * Compliance with SLA timelines
• * Professional conduct with end users and team

Requirements

• * Basic IT knowledge (laptops, OS, troubleshooting)
• * Ability to follow instructions and meet deadlines
• * Strong communication and coordination skills
• * Attention to detail for documentation and reporting