L1/L2 IT Support Engineer

Location: Mexico Location: Remote / Mexico Department: ITSM Employment Type: Full-Time Reports to: Team Lead ITSM About AIM Inc. AIM Inc. is a global technology and cybersecurity-driven organization delivering enterprise IT, cloud, digital transformation, and managed security solutions across North America and international markets. We specialize in building scalable, secure, and performance-driven systems that empower businesses to modernize operations and achieve measurable outcomes. Position Overview We are looking for an experienced L1/L2 IT Support Engineer with strong hands-on experience in Microsoft 365 administration and Microsoft Intune. The ideal candidate should be passionate about troubleshooting, endpoint management, and delivering excellent IT support. This is a technical role where practical experience is valued more than certifications. Key Responsibilities Provide Level 1 & Level 2 technical support for end users. Administer Microsoft Intune, including device enrollment, Configuration Profiles, Compliance Policies, Endpoint Security, application deployment, and Windows Autopilot. Manage Microsoft 365 services, including Microsoft Entra ID, Exchange Online, Teams, SharePoint, and OneDrive. Perform user onboarding/offboarding, account provisioning, licensing, and access management. Troubleshoot Windows, macOS, Microsoft 365, Intune, networking, and endpoint-related issues. Maintain documentation and follow IT best practices. Required Qualifications 2–4 years of hands-on IT support experience. Proven experience administering Microsoft Intune in a production environment. Strong Microsoft 365 administration experience (Entra ID, Exchange Online, Teams, SharePoint, and OneDrive). Excellent troubleshooting and problem-solving skills. Good understanding of Windows 10/11, Active Directory/Entra ID, TCP/IP, DNS, DHCP, VPN, and general networking fundamentals. Strong communication and customer service skills. Certifications MD-102 or MS-102 (Mandatory) AZ-900 – Microsoft Azure Fundamentals (Nice to have) Note: We are looking for candidates with real-world, hands-on experience. Practical knowledge and troubleshooting ability will be given greater consideration. Core Competencies Strong analytical and problem-solving skills. Ability to work in agile environments. Clear communication and stakeholder engagement skills. High ownership mindset and solution-driven approach. Ability to handle enterprise-level systems and sensitive business data. What We Offer Opportunity to work on large-scale enterprise transformation projects. Exposure to global clients and cross-functional teams. Professional certification and development support. Flexible and growth-oriented work culture. Competitive compensation aligned with market standards. Salary: DOE