Workplace Engineer (Monterrey)

We are seeking a Workplace Support Engineer (L2 Support) to join our integral Workplace Operations team. This role is responsible for providing advanced technical support, resolving complex workplace and end‑user incidents, and ensuring stability, performance, and continuous improvement of workplace infrastructure and collaboration services.

This is a shift‑based hybrid role with office presence, covering a 24x5 operational model and supporting global workplace infrastructure and services, with occasional after‑hours activities for complex changes or critical tasks.

Key Responsibilities

• Provide L2 workplace support by handling escalations from users via ticketing tools and e‑mails, performing monitoring activities, troubleshooting, and resolution.
• Take ownership of complex incidents, ensuring timely resolution within agreed SLAs.
• Perform in‑depth diagnostics and root cause analysis for workplace and end‑user issues related to:
  • Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
  • Active Directory and Identity and Access Management (IAM) services
  • SCCM and Intune Co‑Management
  • Enterprise printing solutions
  • Teams Rooms and meeting room technologies
• Drive incident resolution end‑to‑end, including coordination with L3 teams, vendors, and external providers.
• Review, validate, and execute non‑standard and complex operational changes following the change management process.
• Participate actively in major incident management, including technical bridge calls when required.
• Ensure problem management activities, including identifying recurring issues and driving permanent fixes.
• Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles.
• Support and optimize workplace management, monitoring, and administration tools.
• Contribute to service improvement initiatives, automation opportunities, and operational efficiency.

Shift Requirements

• Day, evening, and night shifts
• Weekend and holiday coverage (as per rotation schedule)
• Strong requirement for effective handover communication between shifts
• Flexibility to adapt to rotational schedules across time zones

Technical Skills

• Strong understanding of:
  • Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
  • Active Directory and Identity and Access Management (IAM) services
  • Windows endpoint management
  • SCCM and Intune Co‑Management
  • DNS and GPO fundamentals
  • Enterprise printing and collaboration technologies
• Hands‑on experience with:
  • Microsoft tools suite
  • End‑User support for large‑scale platforms (Windows, Active Directory, Endpoint Management)
  • ServiceNow or similar ITSM platform
  • Remote support and endpoint troubleshooting tools
• Ability to:
  • Troubleshoot complex end‑user and collaboration issues end‑to‑end
  • Analyze logs, client‑side issues, and service connectivity problems
  • Coordinate technical resolution across multiple support teams
• Experience with workplace monitoring and ITSM tools

Experience

• 5+ years of experience in Workplace Support, End‑User Services, IT Operations, or Digital Workplace environments
• Proven experience in handling complex incidents and escalations
• Experience in a shift‑based or 24x5 support environment

Soft Skills

• Strong analytical and problem‑solving skills
• Ability to work independently and take technical ownership
• Excellent communication and stakeholder management skills
• Ability to perform under pressure in a high‑availability enterprise environment
• Proficiency in written and spoken English is a must

Nice‑to‑Have

• Microsoft Certifications or equivalent
• Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID
• Experience working with global teams and external vendors