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

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 resolve 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.

Autopilot imaging knowledge

Required Intermediate English level writing, speaking and listening

Detail-oriented, deadline, and results-driven

Excellent written and verbal communication skills

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📌 IT System Engineer (Santiago Mexquititlán Barrio 1ro.)
🏢 Scubyt
📍 Santiago Mexquititlán Barrio 1ro.