Senior Workplace Engineer

FLSmidth; Monterrey; Presencial; MXN 1.206.065 - 1.550.655; Jornada completa

Descripción de la vacante

FLSmidth is seeking a Senior Workplace Engineer (L3 Support) in Monterrey, Nuevo León. This hybrid role involves managing complex workplace issues, driving improvements, and mentoring junior engineers.

Ideal candidates should have 7+ years in IT Operations, expert knowledge of Microsoft 365, and strong troubleshooting capabilities. Responsibilities include leading major incidents, implementing workplace improvements, and ensuring compliance with governance standards.

Formación

• Strong hands-on experience with Microsoft 365 Admin Center and SCCM.
• Proven experience working at L3 level in complex enterprise environments.
• Experience in project delivery and workplace transformation.

Responsabilidades

• Provide L3 support and resolve complex and critical incidents.
• Lead and coordinate major incident resolution.
• Ensure proper administration of workplace configurations and standards.

Conocimientos

Expert-level knowledge of Microsoft 365 services

Active Directory and IAM services

Windows endpoint management

SCCM and Intune Co-Management

Enterprise printing and collaboration technologies

End-to-end troubleshooting

Educación

7+ years of experience in Workplace Engineering

Herramientas

Microsoft 365 Admin Center

ServiceNow

Descripción del empleo

Senior Workplace Engineer (L3 Support – Hybrid)

We are seeking a highly skilled Senior Workplace Engineer (L3 Support) to join our global Workplace Operations and Engineering team. This role is responsible for handling complex workplace and end‑user issues, driving root cause resolution, and leading technical improvements, governance, and hardening initiatives across the workplace infrastructure. The position plays a key role in stabilizing and evolving the workplace environment, actively contributing to projects, operational excellence, automation, and service improvements, while mentoring junior engineers. This is a hybrid role, operating within an 8x5 support model and on‑call rotation, with flexibility to support planned activities outside business hours for complex changes, maintenance, and project implementations.

Key Responsibilities

• Provide L3 Workplace Administrator support, handling escalations from L2 and internal users and resolving complex and critical incidents.
• Perform deep technical troubleshooting and root cause analysis.
• Lead and coordinate major incident resolution, acting as technical authority on bridge calls.
• Design and implement workplace hardening measures, ensuring compliance with security standards and best practices.
• Proactively identify and propose workplace improvements, automation opportunities, optimization, and stability initiatives.
• Participate in and lead Workplace‑related projects, including rollout, migration, transformation, and modernization activities.
• Review and execute complex operational changes in line with change management processes.
• Ensure proper administration, documentation, and governance of workplace configurations, standards, and operational procedures.
• Maintain strong organization and tracking of actions, risks, and deliverables, ensuring timely follow‑up and closure.
• Coordinate effectively with multiple teams including security, cloud, networking, vendors, and business stakeholders.
• Provide technical mentorship, guidance, and training to L2 engineers and support teams.
• Contribute to runbooks, knowledge base, automation initiatives, and operational procedures enhancement.

Working Model

Hybrid setup with an 8x5 working schedule aligned with business hours and an on‑call rotation schedule.

Required Skills & Qualifications

Expert‑level knowledge 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
• Enterprise printing and collaboration technologies
• Teams Rooms and meeting room technologies
• DNS and Group Policy fundamentals

Strong hands‑on experience with:

• Microsoft 365 Admin Center
• SCCM & Intune / Microsoft Endpoint Manager
• Entra ID / Azure AD
• ServiceNow or similar ITSM platforms
• Enterprise printing management platforms such as uniFLOW

Strong capability in:

• End‑to‑end troubleshooting across multiple workplace domains
• Endpoint, authentication, and collaboration service troubleshooting
• Log analysis, client‑side diagnostics, and service correlation
• Operational governance, documentation, and process improvement

Experience

• 7+ years of experience in Workplace Engineering / End User Services / IT Operations roles.
• Proven experience working at L3 level, handling complex enterprise environments and escalations.
• Experience with enterprise/global workplace environments.
• Experience in project delivery, workplace transformation, and modernization initiatives.

Soft Skills

• Strong analytical and problem‑solving mindset.
• Excellent organizational and coordination skills, with the ability to manage multiple priorities.
• Strong ownership and accountability for services and deliverables.
• Effective communication and stakeholder management skills.
• Ability to mentor and develop junior team members.
• Proficiency in written and spoken English.

Nice‑to‑Have

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