Location: Monterrey, MX Office (Onsite) The Support Specialist II is a mid‑level technical support professional responsible for resolving complex customer and internal issues, owning escalations, and improving support processes. Key Responsibilities Provide dedicated support to Senior Leadership and C‑Level executives as needed. Assist in securing company intellectual property and products from theft or damage; maintain accuracy of the ITG asset management system. Administer Azure/Intune and Manage Engine systems; resolve desktop hardware and software issues within established service level agreements; troubleshoot Windows laptops and MacBook hardware and OS issues. Demonstrate hands‑on expertise in endpoint management solutions such as Manage Engine or Intune. Work as part of a global team to triage and resolve customer support issues. Assist in the rollout of strategic corporate initiatives and system changes. Assist in escalating issues and notifying management and user communities when service levels are not met. Act as a liaison between customers and other teams. Log and respond to customer requests for support via email, Teams Chat, and the call tracking system. Accurately document case descriptions, updates, and solutions in ServiceNow. Establish a commitment to customer service and build strong rapport with end‑users. Provide training on company applications, infrastructure, and desktop system components; contribute to the Knowledge Base. Provide product and solution expertise to customers and team members. Provide updates and status reports to the Team Manager and others as appropriate. Record time and expenses in the time entry system. Take ownership and responsibility for researching and escalating issues as appropriate. Successfully triage customer issues, conduct necessary research, and provide solutions. Utilize current support tools such as Teams, Manage Engine, and Lenovo diagnostics to resolve end‑user issues. Work with external vendor support teams to resolve application, hardware, and software issues related to end‑user support. Qualifications Proven experience in Azure/Intune and Manage Engine administration. Bilingual proficiency in English and Spanish (written and verbal). Strong technical skills in troubleshooting Windows and MacBook hardware and OS. Excellent communication and customer service skills. Ability to work effectively as part of a global team. Experience with ServiceNow or similar case management systems is a plus. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #J-18808-Ljbffr