**Main Duties & Work Responsibilities**
- Help develop and execute technical projects to enhance Microsoft 365, Intune endpoint management, and ITSM platform capabilities.
- Assist in maintaining and improving ITSM processes including incident, problem, change, and service request management.
- Provide support for client network configurations (WiFi, Ethernet, VPN), MS Active Directory, MS Entra ID role based access control (RBAC), file shares, and remote access tools.
- Support cloud platforms (Azure, AWS), virtualization technologies (VMWare, Hyper-V, Citrix), and VoIP systems (Teams, GoTo) for client use.
- Implement and maintain client security measures such as MFA, ZTNA, BitLocker encryption, and endpoint protection.
- Coordinate with other departments, external vendors, and resources to resolve complex technical issues.
- Provide advanced guidance and training to new employees and existing staff.
- Support initiatives related to TISAX and ISO 27001 compliance, including documentation and audit preparation.
**Knowledge, Experienced, Education**
- 3 years of experience in IT service desk and service delivery roles, with an additional 1 year of demonstrated expertise in advanced technical support and acting as an escalation point for complex issues.
- Proficiency in using, supporting, developing, and managing solutions using Microsoft Windows, mobile OS (iOS, Android), Microsoft 365, Outlook, Intune,



Active Directory/Entra ID, MS Teams, Defender, and remote support tools (Beyond Trust, LogMeIn, TeamViewer), VoIP (GoTo, Teams), and Virtualization (VMWare, Hyper-V, and Citrix).
- Experience supporting various brands of client desktops, laptops, mobile devices, printers, and peripherals.
- Experience supporting clients with cloud storage (SharePoint, OneDrive) and cloud platforms (AWS, Azure).
- Familiarity with project management methodologies (e.g., Agile, Scrum).
- General understanding and ability to support client network configurations, protocols, and security measures (WiFi, Ethernet, VPN, File Shares).
- Knowledge of IT general security methods (MFA, ZTNA), Microsoft security, RBAC, encryption tools (BitLocker), and principles/practices, including compliance with security policies and procedures.
- ITIL Foundation or higher (e.g., ITIL Practitioner, ITIL Expert) and technical industry certifications (ITF+, A+, Network+, MCP, etc.) are preferred.
- Advanced English Proficiency level (Business English, as it provides support locally and to U.S./N.S. sites)
- Relevant Cisco, VMware, Microsoft, or other certifications preferred.
- Observation, understanding, and execution of applicable company ISO/TISAX/IATF certification standards related to the role and impact on the overall organization.

📌 IT Support Engineer (Monterrey)
🏢 Nippon Seiki
📍 Monterrey