Service Desk Level 2 Engineer

Xylem; Guadalupe; On-site; MXN 180,000 - 320,000; Full time

Job summary

Xylem in Guadalupe, NL, is seeking a Service Desk Level 2 Engineer to provide frontline IT support for internal users across devices and services on-site.

You will handle incidents, coordinate with IT teams for upgrades, manage accounts, and ensure secure, reliable access to Windows 11, Microsoft 365, and network services.

The role requires 1–3 years in IT support, a Bachelor’s degree, and strong Spanish and English communication. Travel is minimal.

Qualifications

• Bachelor's degree in Systems Engineering, IT, Computer Science or related field.
• 1–3 years of IT support or service desk experience.
• Experience with Windows 11, Microsoft 365, and hardware peripherals.
• Bilingual Spanish/English communication.

Responsibilities

• Monitor IT ticketing system and provide timely support for incidents and requests.
• Coordinate software/hardware upgrades and configurations with IT partners.
• Diagnose and resolve first‑level hardware, software, and connectivity issues; escalate when needed.
• Install, configure, deploy, maintain, and upgrade laptops, desktops, printers, and devices.
• Assist with user accounts and permissions using Active Directory and Azure AD; follow security policies.
• Support LAN, Wi‑Fi, TCP/IP, VoIP, and endpoint connectivity with infra teams.
• Document troubleshooting steps and resolutions in the ticketing system.
• Maintain IT asset inventory and lifecycle processes across sites.
• Collaborate with local teams on upgrades, onboarding, and site projects.
• Provide professional, service‑oriented support to all users.

Skills

Windows 11

Microsoft 365

LAN, Wi-Fi, TCP/IP

Active Directory

English & Spanish comms

Education

Bachelor's degree (Systems Eng / IT)

Tools

ServiceNow

Active Directory

Microsoft Entra ID

Intune

Endpoint management

Job description

Onsite

Guadalupe

Full time

R50337

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

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; escal...,
• 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.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

Our Talent Community is a great way to stay connected to learn

more about our high impact culture initiatives and latest career

opportunities!

Want to know what kind of Impact you can make?

Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues.

Inclusion and Belonging at Xylem

Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.

Learn more about our commitment to Inclusion and Belonging.