IT Support Engineer

What You’ll Own & Drive

• Level 2 onsite support — Handle escalated and more complex issues for the CDMX office, across identity, devices, Microsoft 365, collaboration tools, and the office network.
• Automation and process improvement — Work on projects that automate onboarding and offboarding, access requests, asset tracking, and ticket routing, so there's less manual work and a better experience for employees.
• Okta — Manage user accounts, groups, app assignments, and access policies.
• Device management — Manage Mac and Windows devices in Iru (Kandji) and Intune, including enrollment, configuration profiles, compliance policies, and app deployment.
• Microsoft 365 and Exchange — Manage licenses, mailboxes, shared mailboxes, distribution groups, and mail flow, and troubleshoot tenant-level issues.
• Ticketing — Set up and maintain ticket workflows, queues, SLAs, and the request catalog so requests reach the right person and get resolved on time.
• Asset inventory — Keep an accurate, automated record of hardware, software, and licenses, from purchase through reassignment, wipe, and retirement.
• Meeting rooms and office technology — Set up and troubleshoot Zoom Rooms, video conferencing, and AV equipment. Support the office network (Meraki access points, switches, and security appliances) and Wi-Fi. Work with Security, Facilities, and outside providers on access control and CCTV.
• Local vendors — Find vendors, get quotes, negotiate, create purchase orders, and check invoices and billing.
• Documentation and mentoring — Write procedures, runbooks, and help articles, and set guidelines for user administration and security. Support office events and important business activities, and help train Level 1–2 support staff.

Your Background

• 5+ years in IT Support, IT Operations, or related roles, including Level 2–3 support — and the ability to work onsite from our Mexico City office.
• Okta administration — hands-on SSO, MFA, lifecycle management, groups, and policies.
• MDM — solid experience with Iru (Kandji) and Microsoft Intune for macOS and Windows.
• Microsoft 365 & Exchange Online — administration and troubleshooting of mail flow, licensing, and security/compliance settings.
• Ticketing & service management — experience working with ticketing systems and designing or improving flows, queues, and service workflows.
• Office technology & networking — Zoom Rooms and video-conferencing, basic Meraki networking, access control systems, and CCTV.
• Vendor management — billing, invoice validation, and contract management.
• Tools — proficiency with Slack, Zoom, Notion, macOS, and Windows.

Why Incode?

• Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically.
• Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years.
• Elite Team & Backing – Work a truly global with top engineers, designers, and investors who share your ambition to dominate a category.
• Ownership & Autonomy – Operate like a founder with the resources of a unicorn.
• Global Impact – Every program you launch will reverberate across industries and continents.

Benefits & Perks:

• Flexible Working Hours & Workplace
• Open Vacation Policy
• Equal Opportunities: Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment.