Senior Desktop Support Engineer (Help Desk Specialist)

About the role

TESYS NETWORKS is looking for an experienced Senior Desktop Support Engineer to join its on‑site team in Mexico City. The role focuses on providing Tier 2/3 technical assistance to internal users and client environments, ensuring the reliability and performance of enterprise end‑user computing platforms.

Key responsibilities

• Deliver Tier 2/3 support for hardware, software, and endpoint technologies across the enterprise.
• Troubleshoot complex Windows 10/11 issues, including OS, application, security, and performance problems.
• Administer Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications.
• Manage user accounts, permissions, and identity issues via Active Directory and Microsoft Entra ID (Azure AD).
• Deploy, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and related IT equipment.
• Support endpoint management tools like Microsoft Intune, Autopilot, SCCM/MECM, or equivalent platforms.
• Perform software installations, OS upgrades, patching, imaging, and endpoint configuration.
• Act as an escalation point for complex incidents and mentor junior engineers.
• Collaborate with infrastructure, networking, cybersecurity, and IT operations teams to resolve incidents.
• Maintain accurate documentation, procedures, and knowledge‑base articles.
• Participate in IT projects, technology deployments, migrations, and process improvements while ensuring compliance with security policies and SLAs.

Required profile

• Minimum 3 years of experience in Desktop Support, End‑User Computing, or Enterprise IT Support.
• Advanced proficiency in English (C1+).
• Strong customer‑service orientation and professional communication skills.

Required skills

• Windows 10/11 troubleshooting and administration.
• Microsoft 365 applications and services.
• Active Directory, Microsoft Entra ID (Azure AD), Group Policy.
• Endpoint management tools: Microsoft Intune, Autopilot, SCCM/MECM.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Enterprise hardware experience (Dell, HP, Lenovo or similar).
• IT service management platforms.