Service Desk Level 2 Engineer

Ebro Electronic GmbH; Guadalupe, Chihuahua; On-site; MXN 240,000 - 360,000; Full time

Job summary

Xylem is seeking a Service Desk Level 2 Engineer in Guadalupe, NL to provide timely first-level IT support for end users across computers, apps, mobile devices, printers and network services. You will diagnose incidents, assist with Active Directory, Azure AD, and security practices, document resolutions, and collaborate with IT teams on upgrades, onboarding, and site projects.

The role requires 1–3 years of experience, bilingual English/Spanish communication, and on-site presence with

Qualifications

• Bachelor's degree in Systems Engineering, IT, CS, or related field.

Responsibilities

• Monitor IT ticketing system and provide timely end-user support.
• Diagnose and resolve hardware/software/ Microsoft 365 / Teams / OneDrive issues.
• Install, configure, deploy, maintain, and upgrade laptops, desktops, printers, scanners, mobile devices, and related software.
• Assist with user accounts and access using Active Directory and Azure AD.
• Support LAN/Wi-Fi and connectivity in coordination with infra teams.
• Document steps and resolutions in the ticketing system.
• Collaborate with business teams on upgrades and office moves.

Skills

Windows 11

Microsoft 365

Hardware & peripherals

LAN/Wi‑Fi/TCP-IP

Troubleshooting

English & Spanish communication

Education

Bachelor's degree in Systems/IT/CS or related field

Tools

ServiceNow

Microsoft Entra ID / Azure AD

Intune

ITIL Foundation

CompTIA A+/Network+

Job description

## Service Desk Level 2 EngineerBewerben: Vor Ort: Guadalupe: Full time: Heute ausgeschrieben: R50337Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und -herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.**We ́re Hiring a Service Desk Level 2 Engineer in Guadalupe, NL!** The Service Desk Engineer provides first-level technical support to internal users of computers, applications, mobile devices, printers, and network services. The role manages incidents and service requests, deploys and maintains end-user technology, documents resolutions, and collaborates with other IT teams to restore service and deliver reliable user experience.**Responsibilities:**· **Monitor the IT ticketing system and provide timely support for incidents, service requests, and basic project activities.****· Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.**· Diagnose and resolve first-level hardware, software, Microsoft 365, Teams, OneDrive, Windows, printer, peripheral, mobile device, and connectivity issues; escalate complex cases when needed.· Install, configure, deploy, maintain, and upgrade laptops, desktops, printers, scanners, mobile devices, and related software.· **Assist with user accounts, permissions, and access using Active Directory and Microsoft Entra ID (Azure AD), following security and privacy requirements.****· Support LAN, Wi-Fi, TCP/IP, VoIP, and endpoint connectivity in coordination with infrastructure teams.**· Document troubleshooting steps and resolutions accurately in the ticketing system and contribute to knowledge sharing.· Maintain accurate IT asset inventory and support equipment receiving, assignment, replacement, transfer, and disposal processes.· Collaborate with local business teams and other IT support groups on upgrades, technology improvements, onboarding, office moves, and site projects.· Provide professional, service-oriented support to technical and non-technical users, including visitors when required.· Follow IT security, data protection, safety, and compliance practices and report recurring or security-related issues to the appropriate team.**Qualifications:**· Bachelor's degree in Systems Engineering, Information Technology, Computer Science, or a related field; recent graduates are welcome to apply.· **1 - 3 years of experience in IT support, service desk, desktop support, internship, or equivalent hands-on experience.****· Working knowledge of Windows 11, Microsoft 365, computer hardware, printers, and peripheral devices.****· Knowledge of LAN, Wi-Fi, TCP/IP, and network connectivity.**· Hands-on troubleshooting and problem-solving skills.· **Clear written and verbal communication skills in both Spanish and English**· Customer-service mindset, sense of urgency, accountability, and ability to work effectively in a team.**Preferred Qualifications:**· **Familiarity with ServiceNow or another IT service management/ticketing tool.****· Exposure to Active Directory, Microsoft Entra ID, Microsoft Intune, asset management, or endpoint management tools.****· CompTIA A+, Network+, Microsoft, or ITIL Foundation certification or related coursework**.· Experience supporting an office, manufacturing, maquiladora, or multi-site environment. **Work Requirements:**· Ability to work on-site and move throughout office and manufacturing areas as required.· Ability to occasionally lift and move computer equipment weighing up to 50 lb (approximately 23 kg).· Willingness to travel up to 10% to support projects, training, or business operations.