**Hungry, Humble, Honest, with Heart.**
**The Opportunity**
Nutanix is looking for an Global IT Support Engineer to be part of the Corporate IT team. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.
**About the Team**
The Corporate IT org was established in 2019, and it has been an integral part of enabling Nutanix systems to execute on an everyday level. You will be working in a large team with many senior professionals, balancing work-from-home and in-office. The team is part of the General IT org, supporting Nutanix IT processes across the whole globe, and cooperating with people based on any continent.
**Your Role**
- Front-line support for Tier 1 and 2 requests.
- Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level.
- Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines.
- Monitor systems/infrastructure/SaaS services.
- Remotely resolving incidents within their capability and implementing known solutions to known issues.
- Responsible for working with other support specialists to coordinate and quickly resolve customer issues, Providing regular updates to customers as efforts for resolution progress.
- Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels.




- Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools.
- Monitors incident status and escalates cases that are not resolved in a specific time frame.
- Other duties as assigned by management.
**What You Will Bring**
- Relevant work experience - 3+ years in technical support or a similar technical environment.
- High level of understanding and experience with information technology.
- Ability to communicate effectively with all levels of employees/management.
- Must have a high technical aptitude, be highly motivated, and be ready for a challenge.
- Strong communication, documentation, and analytical skills.
- The ability to handle stressful situations and tight deadlines in a fast-paced environment.
- Excellent English language verbal and written communication skills.
- High level of Windows and MacOS knowledge - laptop imaging and configuration, hardware and software issues troubleshooting skills.
- Active directory and PowerShell knowledge.
- Okta, ServiceNow, Slack, Office365 administration.
- Intune, JAMF, Druva administration.
- Basic networking knowledge (networking certification is a plus).
- Knowledge of virtualization technologies, service management tools for tracking tickets, documentation tools is also a plus.
**Work Arrangement**
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

📌 Global IT Support Engineer (Ciudad de México)
🏢 Nutanix
📍 Ciudad de México