Workplace EngineerEmpresa : Fls Global Tipo de empleo : Tiempo completo Monterrey, MexicoDescripción del trabajo - Workplace EngineerJob Description: Workplace Engineer (L2 Support – Shift-Based 24x5)Role OverviewWe 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 ResponsibilitiesProvide L2 workplace support by handling escalations from users via ticketing tools and e-mails, performing monitoring activities, troubleshooting, and resolutionTake ownership of complex incidents, ensuring timely resolution within agreed SLAsPerform 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 technologiesDrive incident resolution end-to-end, including coordination with L3 teams, vendors, and external providersReview, validate,



and execute non-standard and complex operational changes following change management processesParticipate actively in major incident management, including technical bridge calls when requiredEnsure problem management activities, including identifying recurring issues and driving permanent fixesMaintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articlesSupport and optimize workplace management, monitoring, and administration toolsContribute to service improvement initiatives, automation opportunities, and operational efficiencyShift RequirementsThis is a shift-based role within a 24x5 support model, including:- Day, evening, and night shifts- Weekend and holiday coverage (as per rotation schedule)Strong requirement for effective handover communication between shiftsFlexibility to adapt to rotational schedules across time zonesRequired Skills & QualificationsTechnical SkillsStrong understanding of:- Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)- Active Directory and Identity and Access Management (IAM)



services- Windows endpoint management- SCCM and Intune Co-Management- DNS and GPO fundamentals- Enterprise printing and collaboration technologiesHands-on experience with:- Microsoft tools suite- End User support for large scale platforms (Windows, Active Directory, Endpoint Management)- ServiceNow or similar ITSM platforms- Remote support and endpoint troubleshooting toolsAbility to:- Troubleshoot complex end-user and collaboration issues end-to-end- Analyze logs, client-side issues, and service connectivity problems- Coordinate technical resolution across multiple support teamsExperience with workplace monitoring and ITSM toolsExperience5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environmentsProven experience in handling complex incidents and escalationsExperience in a shift-based or 24x5 support environmentSoft SkillsStrong analytical and problem-solving skillsAbility to work independently and take technical ownershipExcellent communication and stakeholder management skillsAbility to perform under pressure in a high-availability enterprise environmentProficiency in written and spoken English is a mustNice-to-HaveMicrosoft Certifications or equivalentAdministrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra IDExperience working with global teams and external vendorsWe offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.Sobre la empresaFls GlobalFLSmidth is the full flowsheet technology and service supplier to the global mining and cement industries.
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📌 Workplace Engineer (Xico)
🏢 FLS Global
📍 Xico