mexdigital - Senior IT Support Engineer

• Serve as the 1st and 2nd line of technical support, assisting local and global end-users with hardware, software and network-related issues. • Install, configure, and troubleshoot computers, peripherals, printers, and other IT equipment. • Set up and configure new IT equipment for employees and assist with user onboarding and offboarding. • Capable of managing Office 365 user accounts, including creating or disabling users, configuring distribution lists, shared mailboxes, and security groups if necessary. • Handle daily IT support tickets through JIRA ITSM, ensuring timely, accurate, and professional resolutions. • Troubleshoot basic network problems, including TCP/IP configuration, DNS/DHCP issues, connectivity failures, VLAN access, and Wi-Fi problems. • Support Entra ID and Intune tasks, including user enrollments and access adjustments. • Participate in IT projects, including device enrollments, system upgrades, and network enhancements. • Maintain and update IT inventory in collaboration with the Admin department. • Prepare purchase request forms for all technical equipment and software acquisitions. • Provide guidance to users on IT best practices, tools, and security awareness. • Collaborate with the IT team to implement, follow, and improve IT policies and procedures. • Participate in scheduled on-call rotations for a few weeks per year to support after-hours incidents and critical issues. • Understanding networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and basic switching concepts. • Strong knowledge of Microsoft Windows, Mac OS, Office 365, Active Directory/Entra ID, and basic networking principles. • Experience using IT ticketing systems and familiarity with ITIL workflows. • Awareness of cybersecurity best practices and secure user management. • Excellent communication and interpersonal skills with the ability to support users at all levels. • Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment. • Ability to work both independently and as part of a team, providing reliable and high-quality support.