IT System Engineer

Scubyt Inc; Santiago de Querétaro; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Scubyt Inc in Querétaro, Mexico is seeking an Associate End User Technology Engineer to provide level 2 IT helpdesk support for Windows, macOS, Microsoft 365, and endpoint devices. You will troubleshoot, image, configure, and repair desktops and laptops while adhering to SLAs and working in a fast-paced, customer-focused environment.

The role involves supporting Zoom-enabled rooms and Latin American offices, creating knowledge base articles, and assisting with deployments, moves, and telecom

Formación

• Extensive knowledge of Windows 10/11 and Microsoft 365.
• Experience supporting hardware from Dell, Lenovo and Apple.
• Understanding of system administration, basic networking, and VoIP concepts.
• 5 years’ experience in a fast-paced, customer-focused IT helpdesk environment.
• Bachelor’s degree in Computer Science or MIS or equivalent work experience.

Responsabilidades

• Troubleshoot Windows 10/11, macOS, Microsoft 365 and internal apps to resolution.
• Image, configure, upgrade, and repair desktops, laptops, and peripherals (Dell/Lenovo/Apple).
• Provide remote user support with focus on Latin American locations.
• Create and maintain IT knowledge base articles.
• Assist with IT projects including deployments, moves, and telecom issues.

Conocimientos

Windows 10/11

Microsoft 365

Customer-focused IT helpdesk

Strong English communication

Hardware knowledge (Dell/Lenovo/Apple)

Educación

Bachelor's degree in Computer Science or MIS

Herramientas

Intune

SCCM

Jamf MDM

Active Directory

Citrix VDI

Autopilot imaging

Descripción del empleo

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 flexible, 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