Senior IT System Engineer

About the role

We are looking for a Senior IT System Engineer to provide Level 2 end‑user support for our offices in Querétaro and across Latin America. The role involves troubleshooting Windows, macOS and mobile devices, managing Zoom‑enabled rooms, and supporting telecom infrastructure in a fast‑paced, customer‑focused environment.

Key responsibilities

• Troubleshoot and resolve issues on Windows 10, Windows 11, macOS, Microsoft 365 and other internal applications.
• Image, configure, upgrade and repair desktops, laptops and peripherals from Dell, Lenovo and Apple.
• Perform daily walkthroughs and issue resolution for Zoom‑enabled rooms and Zoom phones.
• Provide remote support to users in Brazil, Colombia, Mexico, Chile, Peru and other Latin American locations.
• Execute desktop and telecom‑related projects such as software/hardware deployments, office moves and license management.
• Collaborate with telecom engineers to resolve end‑user VoIP issues.
• Maintain the IT knowledge base by creating and updating documentation.
• Support office expansions, integrations and equipment installations.
• Assist senior staff in testing pre‑mass deployment packages and train Tier 1 team members.

Required profile

• Minimum 5 years of experience in a high‑volume, customer‑oriented IT helpdesk environment.
• Bachelor’s degree in Computer Science, MIS or equivalent work experience.
• Intermediate proficiency in written and spoken English.
• Detail‑oriented, deadline‑driven and results‑focused.

Required skills

• Windows 10 & Windows 11
• macOS
• Microsoft 365
• Microsoft Intune and SCCM
• JAMF MDM
• Active Directory administration
• Citrix VDI support
• Autopilot imaging
• Dell, Lenovo and Apple hardware
• Zoom‑enabled rooms and Zoom phones
• Basic networking and VoIP concepts