Job Description: Senior Workplace Engineer (L3 Support – Hybrid)

Role Overview

We are seeking a highly skilled Senior Workplace Engineer (L3 Support) to join our global Workplace Operations and Engineering team. This role is responsible for handling complex workplace and end-user issues, driving root cause resolution, and leading technical improvements, governance, and hardening initiatives across the workplace infrastructure.

The position plays a key role in stabilizing and evolving the workplace environment, actively contributing to projects, operational excellence, automation, and service improvements, while mentoring junior engineers.

This is a hybrid role, operating within an 8x5 support model and on-call rotation, with flexibility to support planned activities outside business hours for complex changes, maintenance, and project implementations.

Key Responsibilities

- Provide L3 Workplace Administrator support, handling escalations from L2 and internal users and resolving complex and critical incidents
- Perform deep technical troubleshooting and root cause analysis
- Lead and coordinate major incident resolution, acting as technical authority on bridge calls
- Design and implement workplace hardening measures, ensuring compliance with security standards and best practices
- Proactively identify and propose workplace improvements, automation opportunities, optimization, and stability initiatives
- Participate in and lead Workplace-related projects, including rollout, migration, transformation, and modernization activities
- Review and execute complex operational changes in line with change management processes




- Ensure proper administration, documentation, and governance of workplace configurations, standards, and operational procedures
- Maintain strong organization and tracking of actions, risks, and deliverables, ensuring timely follow-up and closure
- Coordinate effectively with multiple teams including security, cloud, networking, vendors, and business stakeholders
- Provide technical mentorship, guidance, and training to L2 engineers and support teams
- Contribute to runbooks, knowledge base, automation initiatives, and operational procedures enhancement

Working Model

- Hybrid setup
- 8x5 working schedule aligned with business hours
- On-call rotation schedule

Required Skills & Qualifications

Technical Skills

- Expert-level knowledge 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
- Enterprise printing and collaboration technologies
- Teams Rooms and meeting room technologies
- DNS and Group Policy fundamentals
- Strong hands-on experience with:
- Microsoft 365 Admin Center
- SCCM & Intune / Microsoft Endpoint Manager
- Entra ID / Azure AD




- ServiceNow or similar ITSM platforms
- Enterprise printing management platforms such as uniFLOW
- Strong capability in:
- End-to-end troubleshooting across multiple workplace domains
- Endpoint, authentication, and collaboration service troubleshooting
- Log analysis, client-side diagnostics, and service correlation
- Operational governance, documentation, and process improvement

Experience

- 7+ years of experience in Workplace Engineering / End User Services / IT Operations roles
- Proven experience working at L3 level, handling complex enterprise environments and escalations
- Experience with enterprise/general workplace environments
- Experience in project delivery, workplace transformation, and modernization initiatives

Soft Skills

- Strong analytical and problem-solving mindset
- Excellent organizational and coordination skills, with the ability to manage multiple priorities
- Strong ownership and accountability for services and deliverables
- Effective communication and stakeholder management skills
- Ability to mentor and develop junior team members
- Proficiency in written and spoken English

Nice-to-Have

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

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

📌 Senior Workplace Engineer (Monterrey)
🏢 FLS Global
📍 Monterrey