IT Support Engineer

Job description

**POWER A WORLD OF TRUST** Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust. Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services. We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up! ## **About Incode** Incode is a Series B unicorn ($2 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast. ## **The Impact You’ll Make** Everyone in our Mexico City office relies on IT to get their work done. As our **IT Support Engineer**, you'll be the main onsite contact for escalated (Level 2) issues, handling the more complex problems across identity, laptops and devices, Microsoft 365, collaboration tools, networking, and office technology. Day-to-day support is only part of the role. You'll also work on automation and process-improvement projects that make onboarding, access requests, asset tracking, and ticket routing faster and more reliable. The goal is simple: fix issues when they come up, and improve our processes so they happen less often. ## **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. ## **The Qualities That Set You Apart** - **You follow through** — You stay with an issue until you find the root cause and it's properly fixed. - **You look for ways to automate** — If a task keeps coming up, you find a way to stop doing it by hand. - **You stay calm under pressure** — Outages, important meetings, or busy office days don't throw you off. - **You care about the people you support** — A good experience for employees matters to you as much as the fix itself. - **You communicate clearly** — You can explain technical issues in simple terms, in English and Spanish, and you write documentation others can follow. - **You improve how the team works** — You leave behind processes, runbooks, and guidelines that make the team better. ## **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. - **Language** — fluent English (spoken and written) and Spanish. **Nice to have:** - Basic-to-medium knowledge of **AWS**. - Experience with no-code/low-code automation tools such as **Tines**, **n8n**, or similar. - Scripting experience (**PowerShell**, **Bash**, or **Python**) to automate administrative tasks. - **ITIL** knowledge or certification and familiarity with ITSM best practices. - Experience with IT asset management tools and automated inventory processes. - Basic-to-medium knowledge of **Zscaler**. ## **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. ## **Ready to ignite the future of trust?** Lead the narrative. Empower the field. Join Incode and turn innovation into unstoppable market momentum. **Aspects of our Culture:** - High performance - Freedom & responsibility - Context, not control - Highly aligned, loosely coupled - Continuous Feedback - Promotions & Development - Learn more about [**Life at Incode**](https://incode.com/life-at-incode/)**!** **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. We take great pride in having an inclusive, diverse, and global team, and we are always looking for talented and passionate individuals from all backgrounds and walks of life. As part of our commitment to inclusion, we ensure that reasonable accommodations are available throughout the hiring process. If you require any accommodation due to a disability or specific need, please let our Talent Acquisition team know—we’ll do our best to support you. **Applicant Data Privacy:** We will only use your personal information concerning Incode’s application, recruitment, and hiring processes.