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Workplace Engineer

FLSmidth, Inc. -
Monterrey, N. L.

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Información del empleo

Tiempo completo

Cualificaciones

Administración de personal
Gestión de incidentes
SCCM
Gestión de servicios de TI
Inglés
Microsoft Exchange
DNS
SharePoint
ServiceNow
Directorio activo
Gestión de identidades y accesos

Descripción completa del empleo

Job Description: Workplace Engineer (L2 Support – Shift-Based 24x5)

Role Overview

We 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 global workplace infrastructure and services, with occasional after-hours activities for complex changes or critical tasks.

Key Responsibilities

Provide L2 workplace support by handling escalations from users via ticketing tools and e-mails, performing monitoring activities, troubleshooting, and resolution
Take ownership of complex incidents, ensuring timely resolution within agreed SLAs
Perform 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 technologies
Drive incident resolution end-to-end, including coordination with L3 teams, vendors, and external providers
Review, validate, and execute non-standard and complex operational changes following change management processes
Participate actively in major incident management, including technical bridge calls when required
Ensure problem management activities, including identifying recurring issues and driving permanent fixes
Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles
Support and optimize workplace management, monitoring, and administration tools
Contribute to service improvement initiatives, automation opportunities, and operational efficiency

Shift Requirements

This 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 shifts
Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications

Technical Skills

Strong 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 technologies
Hands-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 tools
Ability 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 teams
Experience with workplace monitoring and ITSM tools

Experience

5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments
Proven experience in handling complex incidents and escalations
Experience in a shift-based or 24x5 support environment

Soft Skills

Strong analytical and problem-solving skills
Ability to work independently and take technical ownership
Excellent communication and stakeholder management skills
Ability to perform under pressure in a high-availability enterprise environment
Proficiency in written and spoken English is a must

Nice-to-Have

Microsoft Certifications or equivalent
Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID
Experience working with global teams and external vendors

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

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