IT Support Engineer

You will provide Level 2 onsite IT support for the Mexico City office, resolving complex issues involving identity, devices, Microsoft 365, collaboration tools, networking, and office technology. You will automate onboarding, access requests, asset tracking, and ticket routing. You will administer Okta, device management platforms, Microsoft 365, Exchange, ticketing workflows, inventory, meeting-room technology, and local vendor processes. You will also document procedures, support business events, and mentor support staff.

Responsibilities

• Provide Level 2 onsite support for complex identity, device, Microsoft 365, collaboration, networking, and office technology issues
• Automate onboarding, offboarding, access requests, asset tracking, and ticket routing
• Manage Okta user accounts, groups, application assignments, and access policies
• Manage macOS and Windows devices through Kandji and Intune
• Administer Microsoft 365 and Exchange mailboxes, licenses, groups, mail flow, and tenant-level issues
• Maintain ticket workflows, queues, SLAs, and the request catalog
• Maintain automated hardware, software, and license inventory records
• Set up and troubleshoot Zoom Rooms, video conferencing, AV equipment, Wi-Fi, and Meraki network equipment
• Coordinate access control and CCTV support with Security, Facilities, and external providers
• Manage local vendors, quotes, purchase orders, invoices, and billing
• Write procedures, runbooks, help articles, and administration guidelines
• Train Level 1–2 support staff and support office events and business activities

Requirements

• 5+ years of IT Support, IT Operations, or related experience, including Level 2–3 support
• Ability to work onsite from the Mexico City office
• Hands-on Okta administration experience with SSO, MFA, lifecycle management, groups, and policies
• Experience with Kandji and Microsoft Intune for macOS and Windows device management
• Microsoft 365 and Exchange Online administration and troubleshooting experience
• Experience with ticketing systems and service workflow design
• Experience with Zoom Rooms, video conferencing, Meraki networking, access control systems, and CCTV
• Vendor management experience, including billing, invoice validation, and contract management
• Proficiency with Slack, Zoom, Notion, macOS, and Windows
• Fluent spoken and written English and Spanish

Benefits

• Flexible working hours and workplace
• Open vacation policy