# IT Support Engineer

**Company**: Scale
**Location**: Mexico City, MX
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/scaleai/jobs/4741059005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f8bfdb69-a5c

## Description

Scale is looking to grow our IT team! We are looking for someone who is excited by the opportunity to be part of a fast-paced environment that pushes you to learn while doing.

**Responsibilities:**

### Onboarding

- Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one.

- Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365).

- Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff.

- Lead new hire IT orientations, covering security expectations, core tools, and how to get help.

### Offboarding

- Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day.

- Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day.

- Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls).

### Ticket Queue & Support

- Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request.

- Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure.

- Escalate appropriately with clear context and reproduction steps.

- Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation.

- Build and maintain knowledge base articles for both end users and the IT team.

### General

- Provide help desk support to all Scale employees across hardware, software, AV, and access issues.

- Maintain and support office technology (printers, Zoom Rooms, room schedulers, and more).

- Own IT asset management with accurate, actionable records of all equipment through its lifecycle.

- Administer and integrate cloud services (Google Workspace, Microsoft Entra ID/M365, Slack, Okta, Jira, Confluence, Zoom, and more).

- Promote IT best practices and constantly ask: "How can I make things better?"

- Be in-office 100% of the time.

**Requirements:**

- 3+ years of corporate IT experience, including hands-on onboarding/offboarding ownership at scale.

- Deep understanding of computer fundamentals and troubleshooting: hardware and software (Mac, Windows) and cloud technologies (Google Workspace, Slack, Zoom, Okta, Microsoft Entra ID/M365).

- Experience running a ticket queue in Jira Service Management or a similar ITSM tool, with a track record of meeting SLAs.

- Familiarity with identity/access management (Okta SSO, SCIM provisioning) and MDM for Mac and Windows fleets.

- A positive attitude and excitement for building new processes and policies for a rapidly growing organization.

- Experience supporting remote teams and multiple global offices using tools like Slack and Zoom.

- A security- and compliance-focused mindset.

**Our stack:** Okta (identity/SSO), Google Workspace (Gmail, Calendar, Drive, Docs), Slack, Jira & Jira Service Management, Confluence, Zoom, Microsoft Entra ID/M365, Chrome, plus MDM for Mac and Windows fleets.

## Skills

### Required
- Okta
- Google Workspace
- Slack
- Jira Service Management
- Microsoft Entra ID/M365
- MDM for Mac and Windows fleets
- Identity/access management
- Troubleshooting hardware and software
- Cloud technologies

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/scaleai/jobs/4741059005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)