Workplace Engineer
Hybrid · Monterrey, Nuevo León, Mexico
Job Summary
Workplace Engineer (L2 Support – Shift-Based 24x5) who provides advanced technical support for global workplace infrastructure and collaboration services. Responsibilities include handling escalations, monitoring, troubleshooting, end-to-end incident resolution within SLAs, and contributing to major incident management. Practical focus areas include Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Active Directory/IAM, SCCM and Intune Co-Management, enterprise printing, Teams Rooms, and meeting-room technologies. Will participate in non-standard changes following change management, maintain runbooks and knowledge bases, and pursue automation and service-improvement opportunities. Requires 5+ years in workplace/IT operations, ability to coordinate across multiple teams and vendors, and availability for shift-based, 24x5 coverage including nights, weekends, and holidays. Strong analytical, problem-solving, and communication skills in English; certifications and global-team experience are a plus.
Required Qualifications
- 5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments
- Strong understanding of Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
- Experience with Active Directory and IAM
- Windows endpoint management
- SCCM and Intune Co-Management
- DNS and GPO fundamentals
- Enterprise printing and collaboration technologies
- Hands-on experience with Microsoft tools and End User support for large scale platforms
- Experience with ServiceNow or similar ITSM platforms
- Ability to troubleshoot complex end-user and collaboration issues end-to-end
- Experience with workplace monitoring and ITSM tools
- Strong communication and stakeholder management skills
- Ability to work in a shift-based 24x5 environment
- English proficiency
- Microsoft Certifications or equivalent preferred
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