Senior User Support Engineer - Hybrid & Azure/365 Expert

RubixHR; Ciudad de México; On-site; MXN 360,000 - 600,000; Full time

Job summary

McLarens is seeking an L2 User Support Engineer to join our Technology team. You will act as a Level 1-2 escalation point, diagnose complex issues, and prepare thorough escalations for Level 3 teams. You will support end users across Windows 11, Microsoft 365, Entra ID, and Intune, while mentoring junior engineers.

You will also review dashboards, perform basic network checks, and contribute to continual service improvements to enhance customer experience and efficiency.

Qualifications

• Minimum of 4 years' experience in an enterprise Service Desk or User Support.
• Strong knowledge of Windows 11, Microsoft 365, Entra ID (Azure AD), Intune, Exchange Online.
• Experience supporting hybrid Entra ID environments and administering Microsoft 365.
• Familiar with ITSM ticketing systems and standard IT processes.
• Solid networking basics: DNS, DHCP, TCP/IP, VPN (GlobalProtect).
• Fluent in English and Spanish with strong communication skills.
• Able to mentor and support junior team members.
• Customer-focused, proactive and collaborative.

Responsibilities

• Act as Level 1-2 escalation point for complex incidents and service requests.
• Troubleshoot across Microsoft 365, Azure AD, Intune, Windows 11, authentication and endpoints.
• Collect logs and prepare clear escalations for Level 3 teams.
• Own incidents from detection to resolution with clear user communication.
• Provide hands-on end-user support for devices and collaboration tools.
• Support Outlook, Teams, OneDrive, SharePoint, Office apps.
• Investigate MFA, Conditional Access and sign-in issues; perform basic network checks.
• Mentor junior engineers and contribute to knowledge sharing.
• Create and maintain knowledge base articles and guides.
• Identify recurring incidents and suggest improvements or automation.

Skills

Windows 11

Microsoft 365

Microsoft Entra ID (Azure AD)

Microsoft Intune

Exchange Online

ITSM

DNS/DHCP/TCP-IP

GlobalProtect VPN

Bilingual English/Spanish

Mentoring

Tools

Intune Admin Console

Microsoft 365 Admin Center

Azure AD Portal

Job description

McLarens is seeking an L2 User Support Engineer to join our Technology team. You will act as a Level 1-2 escalation point, diagnose complex issues, and prepare thorough escalations for Level 3 teams. You will support end users across Windows 11, Microsoft 365, Entra ID, and Intune, while mentoring junior engineers.

You will also review dashboards, perform basic network checks, and contribute to continual service improvements to enhance customer experience and efficiency.