IT Support Analyst

About the Role

We’re looking for a hands-on, solutions-oriented IT Support Analyst to join our team in Mexico City. You’ll be the first point of contact for technical support across Slack, email, and Jira, resolving hardware, software, and access issues while keeping teams productive and connected. You’ll manage device onboarding, user access (Okta), and ticket workflows, while maintaining documentation and improving processes. This role also supports day-to-day office operations—partnering with People Ops and vendors to ensure a smooth, well-run workplace experience.

Daily Adventures & Responsibilities

Provide onsite support for hardware, software, and connectivity issues
Manage device onboarding and offboarding using MDM tools (e.g., Kandji) and Apple Business Manager
Administer Okta for user lifecycle management and group configurations
Support and troubleshoot core SaaS tools including Google Workspace, Slack, Zoom, Notion, and Jira ITSM
Maintain IT documentation and manage hardware inventory
Triage incoming IT tickets, escalate network issues with WeWork, and contribute to internal tooling improvements
Coordinate IT onboarding for new hires, including laptops and access setup
Support internal events, team activities, and onsite visits as needed. Monitor and troubleshoot office network connectivity

Required Skills & Relevant Experience

2+ years of hands-on experience managing employee onboarding and offboarding across hardware and systems, while independently supporting onsite IT operations.
Familiarity with tools such as Okta, Google Workspace, Slack, Zoom, Notion, and ticketing systems (or similar)
Strong track record of ticket resolution and appropriate escalation
Detail-oriented with experience maintaining documentation and tracking inventory
Willingness to support broader office operations, including packages, seating, and People team needs
Fluent in English and Spanish (written and verbal)

Preferred Qualifications

Experience with Kandji, Apple Business Manager, and/or Okta administration
Experience managing IT hardware inventory and asset logistics
Background in hybrid IT and facilities or office operations roles
Experience coordinating with external vendors such as WeWork
Proactive mindset with a track record of improving processes, creating documentation, or automating tasks

Details

About the Role

Daily Adventures & Responsibilities

Provide onsite support for hardware, software, and connectivity issues
Manage device onboarding and offboarding using MDM tools (e.g., Kandji) and Apple Business Manager
Administer Okta for user lifecycle management and group configurations
Support and troubleshoot core SaaS tools including Google Workspace, Slack, Zoom, Notion, and Jira ITSM
Maintain IT documentation and manage hardware inventory
Triage incoming IT tickets, escalate network issues with WeWork, and contribute to internal tooling improvements
Coordinate IT onboarding for new hires, including laptops and access setup
Support internal events, team activities, and onsite visits as needed. Monitor and troubleshoot office network connectivity

Required Skills & Relevant Experience

2+ years of hands-on experience managing employee onboarding and offboarding across hardware and systems, while independently supporting onsite IT operations.
Familiarity with tools such as Okta, Google Workspace, Slack, Zoom, Notion, and ticketing systems (or similar)
Strong track record of ticket resolution and appropriate escalation
Detail-oriented with experience maintaining documentation and tracking inventory
Willingness to support broader office operations, including packages, seating, and People team needs
Fluent in English and Spanish (written and verbal)

Preferred Qualifications

Experience with Kandji, Apple Business Manager, and/or Okta administration
Experience managing IT hardware inventory and asset logistics
Background in hybrid IT and facilities or office operations roles
Experience coordinating with external vendors such as WeWork
Proactive mindset with a track record of improving processes, creating documentation, or automating tasks