: Workplace Engineer (L2 Support – Shift-Based 24x5)

Role Overview

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 24x5 operational model and support for 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 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 Requirements





This is a shift-based role within a 24x5 support model, including:

- 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

Required Skills & Qualifications

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 platforms
- 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 integral 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.

📌 Workplace Engineer (Monterrey)
🏢 Flsmidth
📍 Monterrey