Workplace Engineer (Monterrey)

We are seeking a Workplace Support Engineer (L2 Support) to join our integral Workplace Operations team. This role is responsible for providing advanced technical support, resolving complex workplace and end‑user incidents, and ensuring stability, performance, and continuous improvement of workplace infrastructure and collaboration services.

This is a shift‑based hybrid role with office presence, covering a 24x5 operational model and supporting global workplace infrastructure and services, with occasional after‑hours activities for complex changes or critical tasks.

Key Responsibilities

• Provide L2 workplace support by handling escalations from users via ticketing tools and e‑mails, performing monitoring activities, troubleshooting, and resolution.
• Take ownership of complex incidents, ensuring timely resolution within agreed SLAs.
• Perform in‑depth diagnostics and root cause analysis for workplace and end‑user issues related to:
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