Job Description: Workplace Engineer (L2 Support – Shift‐Based 24×5)We are seeking a Workplace Support Engineer (L2 Support) to join our global 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, requiring coverage across a 24×5 operational model and support for global workplace infrastructure and services, with occasional after‐hours activities for complex changes or critical tasks.Key ResponsibilitiesProvide 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) servicesSCCM and Intune Co‐ManagementEnterprise printing solutionsTeams Rooms and meeting room technologiesDrive 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 change‐management processes.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 RequirementsDay, 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.Required Skills & QualificationsTechnical Skills:Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)Active Directory and Identity and Access Management (IAM) servicesWindows endpoint managementSCCM and Intune Co‐ManagementDNS and GPO fundamentalsEnterprise printing and collaboration technologiesHands‐on experience:Microsoft tools suiteEnd User support for large scale platforms (Windows, Active Directory, Endpoint Management)ServiceNow or similar ITSM platformsRemote support and endpoint troubleshooting toolsAbility to:Diagnose 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: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 24×5 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‐HaveMicrosoft Certifications or equivalent.Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID.Experience working with general teams and external vendors.BenefitsWe offer a dedicated recognition platform that empowers employees to celebrate achievements and stay connected globally.
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📌 Workplace Engineer (Monterrey)
🏢 Flsmidth
📍 Monterrey