L1/L2 IT Support Engineer

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.