IT Operations Support - Mexico
Core
Entry-level IT Operations Support serving as the first point of contact for employee and partner IT support requests, triaging and resolving Level 1 issues across hardware, software, networking, and account access.
Role type
Entry-level IT Operations Support (Help Desk)
Builds
Secure access to systems for all employees via collaboration with Cloud Infrastructure Operations
Domain
IT Operations, Help Desk, Identity & Access Management (IAM), SaaS Administration
Deliverable
dashboards & analysis
Required skills
Level 1 ticket triage and resolution, user account provisioning and password resets, basic network troubleshooting (LAN/WAN/VPN), hardware configuration and roll-out, SaaS platform administration, security policy adherence, knowledge base documentation
Preferred skills
Okta or Entra administration, MDM solutions (Kandji, Iru, Jamf), Google Workspace/Entra/Microsoft Teams/Slack/Zoom administration, CompTIA A+/Network+/Security+ certifications, SOC 2 compliance understanding
Technologies
Okta, Entra, Google Workspace, Cisco Meraki, FortiGate, Avigilon, Jira Service Management, ServiceNow, Zendesk, Zoom, Slack, Microsoft Teams, Salesforce, Greenhouse, Kandji, Iru, Jamf
Responsibilities
Serve as first point of contact via ticketing, email, phone, and in-person; Triage and resolve Level 1 support tickets; Assist with user onboarding/offboarding and equipment lifecycle management; Perform basic network troubleshooting and escalate complex issues; Monitor SIEM dashboards and escalate security alerts; Maintain hardware inventory tracking; Contribute to run-books and knowledge base articles.
Seniority
Entry-level, 2-5 years experience
