Job Description: 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 general 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

📌 Workplace Engineer (Monterrey)
🏢 FLS Global
📍 Monterrey