1. Job Title : Systems Engineer 2. Job Summary : Serve as a systems engineer focusing on end user computing by supporting laptops desktops networks and collaboration tools in a dynamic office environment. Provide expert assistance for Macintosh operating systems and Windows platforms while using monitoring and ticketing tools to resolve incidents efficiently.
Contribute to a reliable digital workplace that enables employees to deliver high quality outcomes for clients and society. This is for field Support role. 3. Experience : 2 - 6 years 4.
Required Skills : Technical Skills: End User Tools - Nexthink Macintosh OS X Laptop Support Service Now Windows Networking Desktop Support - Remote Domain Skills: 5. Nice to have skills : Domain Skills: 6. Technology : Field Services 7. Shift : Day 8.
Responsibilities : -Provide advanced incident and service request support for end user devices to ensure uninterrupted productivity for colleagues across the organization. -Deliver comprehensive troubleshooting for Windows workstations and laptops by resolving operating system issues performance problems and application conflicts in a timely manner. -Administer Macintosh operating systems laptop support by installing software performing configuration changes and maintaining security compliance for all assigned devices. -Utilize Nexthink analytics to monitor device health analyze user experience data and implement improvements that reduce recurring issues and support calls.
- Handle daily Service Now ticket queues by accurately categorizing prioritizing and resolving requests while maintaining clear and professional communication with requestors. -Coordinate remote and desk side desktop support activities by guiding users through resolution steps and documenting actions that create a reusable knowledge base. -Troubleshoot basic networking issues at the end user level by validating connectivity checking configurations and collaborating with network teams when escalation is required. -Execute standard build procedures and device provisioning activities so that new joiners receive fully configured systems that align with security and compliance standards.
- Maintain detailed documentation of configurations incident resolutions and improvement actions so that support processes remain consistent and auditable over time. -Collaborate closely with security and infrastructure teams to apply patches antivirus updates and endpoint policies that protect company data and systems. -Identify patterns in recurring issues by analyzing incident data and proposing targeted improvements that enhance reliability for the wider workforce. -Communicate technical information in clear and inclusive language so that employees of all technical backgrounds feel supported and informed during support interactions.
- Contribute ideas for continuous improvement initiatives that enhance end user experience and support the company mission to deliver secure and sustainable technology services. -Qualifications -Possess professional experience between two and six years in systems engineering or end user computing support roles within medium or large organizations. -Demonstrate strong practical expertise in Windows operating systems including installation configuration patching and troubleshooting of common desktop and laptop issues. -Show hands on competence in Macintosh operating systems laptop support including device enrollment software distribution and secure configuration for knowledge worker environments.
- Apply working knowledge of Nexthink or similar end user analytics tools to monitor device experience metrics and drive proactive remediation activities. -Use Service Now or another enterprise ticketing platform with discipline by logging updates tracking service levels and adhering to defined support workflows. -Understand fundamental networking concepts such as IP addressing name resolution wireless connectivity and VPN usage to resolve connectivity issues that affect end users. -Demonstrate strong remote support capabilities using approved tools to assist office based colleagues while minimizing disruption to business operations.
- Communicate clearly in spoken and written form in order to collaborate with cross functional teams and explain technical solutions in an accessible and respectful manner. -Exhibit a customer focused mindset by prioritizing user experience managing expectations professionally and following up to confirm satisfaction with delivered solutions. -Adapt quickly to evolving tools and processes in the end user computing space while maintaining a keen interest in learning modern workplace technologies. 9.
Job Location : Primary Location : MXCDMECA01(ITMEX MexicoCy CD-Plaza Polanco-COG) Alternate Location : NA NA Alternate Location 1 : NA NA 10. Job Type : Programmer Analyst [70PM00] 11. Demand Requires Travel? : No 12.
Certifications Required : Preferred certifications include CompTIA A Plus Microsoft Certified Modern Desktop Administrator Associate or Apple Certified Support Professional
