Role: IT Support Engineer

Location: Monterrey Mexico(Rotational shift 24/7 availability)

Key Job Responsibilities:

On-Premises & Exchange Administration:

• Manage and administer on-premises Exchange mailboxes, including configuration, maintenance, and troubleshooting.
• Configure and manage Exchange Online environments, including mailbox creation, distribution groups, and mail flow rules.
• Troubleshoot email delivery issues and provide timely resolution to ensure uninterrupted communication.

SharePoint Administration:

• Administer SharePoint sites, libraries, and permissions to facilitate collaboration and document management.
• Configure and customize SharePoint environments to meet business requirements.

Active Directory User and Group Management:

• Manage user accounts, groups, and organizational units in Active Directory.
• Ensure proper access control and permissions management in accordance with security policies.

ServiceNow Hands-On Experience:

• Utilize ServiceNow platform for incident management, service requests, and change management processes.
• Handle tickets efficiently, prioritize tasks, and escalate issues as needed to meet service level agreements (SLAs).

Knowledge of ITIL Processes:

• Apply ITIL principles in managing incidents, service requests, and changes to minimize disruption to business operations.
• Collaborate with cross-functional teams to implement best practices and continuous improvement initiatives.

Prerequisite:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Extensive experience in on-premises Exchange administration, Exchange Online administration, SharePoint administration, and Active Directory user/group management.
• Proficiency in ServiceNow platform with hands-on experience in incident, request, and change management modules.
• Strong understanding of ITIL framework and processes, particularly incident, service request, and change management.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues promptly.
• Strong communication skills with the ability to interact effectively with end users and technical teams.
• Proven ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Relevant certifications such as Microsoft Certified: Messaging Administrator Associate, ITIL Foundation Certification, etc.
• Experience with PowerShell scripting for automation and task simplification.
• Familiarity with hybrid Exchange environments (on-premises and cloud).
• Prior experience in providing technical support in a corporate setting.

Our Mission: 

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner. 

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.