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 RoomsRemote 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 issuesBuild and maintain IT knowledge base by creating knowledge management articles and execute as documentedSupport IBX / Offices Expansions and IntegrationsOrdering and installing new equipmentResolve incidents, events and requests within the SLAs defined and resolve them when required to the proper teamPartner 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 365Support knowledge and experience with hardware from Dell, Lenovo and AppleUnderstanding of system administration, basic networking, and VoIP concepts5 years' experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environmentBachelor's degree in Computer Science or MIS or equivalent work experienceDesired technical experience and knowledgeMicrosoft Intune and SCCMJAMF MDMActive Directory administrationMicrosoft 365 Certified: Modern Desktop Administrator AssociateCitrix VDI Support and troubleshooting.Autopilot imaging knowledgeRequired Intermediate English level writing, speaking and listeningDetail-oriented, deadline, and results-drivenExcellent written and verbal communication skills#J-*****-Ljbffr

📌 It System Engineer (Santiago de Querétaro)
🏢 Scubyt
📍 Santiago de Querétaro