Title: IT System Engineer

Location: Querétaro, Mexico. (ONSITE)

Duration: Long Term Contract

Job Summary

Associate End User Technology Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a adaptable, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 10, Windows 11, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr.

IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.

Responsibilities:

- Troubleshoot to resolution Windows 10, Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned.
- Image, configure, upgrade, and repair desktops and laptops and peripherals from leading vendors such as Dell and/or Lenovo.
- Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
- Remote user support with focus on Latin American locations (Brazil, Colombia, Mexico, Chile, Peru, etc.)
- Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license, etc.).




- Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
- Provide outstanding customer service
- Build and maintain IT knowledge base by creating knowledge management articles and execute as documented
- Support IBX / Offices Expansions and Integrations
- Ordering and installing new equipment
- Resolve incidents, events and requests within the SLAs defined and escalate them when required to the proper team
- Partner with sr staff to test pre-mass deployment software packages identifying issues and escalating to sr staff.
- Provide training and documentation to Tier 1 team.

Qualifications:

- Extensive knowledge of Windows 10, Windows 11 and Microsoft 365
- Support knowledge and experience with hardware from Dell, Lenovo and Apple
- Understanding of system administration, basic networking, and VoIP concepts
- 5 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
- Bachelor’s degree in Computer Science or MIS or equivalent work experience
- Desired technical experience and knowledge
- Microsoft Intune and SCCM
- JAMF MDM
- Active Directory administration
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Citrix VDI Support and troubleshooting.
- MAC OS support
- Autopilot imaging knowledge
- Required Intermediate English level writing, speaking and listening
- Detail-oriented, deadline, and results-driven
- Excellent written and verbal communication skills
- Strong customer service background
- Desired Basic Portuguese Language level

📌 IT System Engineer (México)
🏢 Scubyt
📍 México