IT Support & Logistics Specialist

Job description

### **Proper AI is an AI-first accounting service built for property managers and real estate operators.** By combining automation, technology, and a global team of accounting experts, we deliver faster, more accurate financial operations at scale. We are looking for an IT Support & Logistics Specialist to support our growing, geographically distributed team by combining hands-on IT support with IT asset and logistics coordination. This role sits at the intersection of IT operations, employee support, and equipment management. The individual will be responsible for preparing and configuring devices for new joiners, coordinating IT onboarding and offboarding, maintaining accurate inventories of equipment and peripherals, and managing shipments, returns, and communications with external vendors and shipping companies. The ideal candidate is organized, proactive, service-oriented, and comfortable managing multiple operational tasks independently. They should have a solid foundation in IT support, experience troubleshooting common hardware and software issues, and the ability to communicate in English at a B1+ level. This is a fully remote position based in Mexico. ### Key Responsibilities ### **Core Functional Responsibilities** - Coordinate IT onboarding for new employees, ensuring laptops, peripherals, and other required equipment are prepared and delivered on time. - Configure, prepare, and test employee devices according to internal IT standards and established procedures. - Coordinate IT offboarding activities, including systems shut down, device recovery, shipping labels, equipment collection, and return tracking. - Maintain accurate inventories of laptops, monitors, keyboards, mouse, adapters, and other IT equipment and peripherals. - Track equipment assignments, serial numbers, delivery status, employee ownership, location, and lifecycle status. - Coordinate shipments, deliveries, collections, and returns with local and international shipping providers, as applicable. - Communicate with vendors and logistics companies to resolve delivery issues, arrange collections, and follow up on pending shipments. - Provide first-line technical support for common Windows and macOS issues, applications, peripherals, and employee IT requests. - Troubleshoot basic hardware, software, connectivity, and account-access issues, escalating complex incidents when necessary. - Keep employees informed about the status of support requests, equipment deliveries, and outstanding issues. - Maintain clear documentation of IT asset movements, shipment records, onboarding/offboarding checklists, and support procedures. - Ensure equipment is handled, stored, shipped, and returned according to company policies. - Identify opportunities to improve inventory accuracy, equipment lifecycle management, and operational efficiency. - Collaborate with People Operations to align equipment preparation and recovery with employee start dates and departure dates. - Support the IT team with administrative and operational tasks related to device management, software deployment, and IT service delivery. - When not working on logistics-related tasks, actively assist in resolving IT support tickets, ensuring timely responses, effective solutions, and appropriate escalation when needed. ### **IT Operations and Process Improvement** - Follow established IT processes and service standards, ensuring requests are tracked and completed within agreed timelines. - Use available IT management tools, asset inventories, ticketing systems, and device management platforms to maintain accurate records. - Identify recurring operational issues and recommend practical improvements. - Create and maintain documentation, checklists, and standard operating procedures for equipment logistics and IT support. - Proactively flag missing equipment, delayed shipments, inventory discrepancies, and potential onboarding or offboarding risks. - Support the implementation of improvements and automations to IT asset tracking and employee support workflows. ### **Performance and Metrics Tracking** - Employees have the equipment and IT support they need to work effectively from day one. - Maintain accurate and up-to-date IT asset inventory records. - Track the timely preparation and delivery of equipment for new joiners. - Monitor equipment recovery and return completion rates during offboarding. - Track shipment status, delivery delays, and unresolved logistics issues. - Identify recurring problems and recommend improvements to onboarding, offboarding, and logistics processes. - IT support-tickets response times, resolution times, and escalation rates where applicable. ### Required Skills ### **Hard Skills** 1. **IT support fundamentals** — at least 1 year of experience in IT support, IT operations, help desk, or a similar role. Comfortable troubleshooting common hardware, software, operating system, and employee IT issues. 2. **IT asset and inventory management** — experience tracking company devices, peripherals, assignments, serial numbers, equipment status, and returns. 3. **IT onboarding and offboarding** — experience preparing equipment for new employees and coordinating the recovery of company assets from departing employees. 4. **Logistics and vendor coordination** — ability to coordinate shipments, collections, deliveries, and returns with shipping providers and external vendors. 5. **Operating system and device support** — familiarity with Windows and basic macOS troubleshooting, Google Workspace, identity management, and employee account provisioning, device setup, peripherals, and standard business applications. 6. **Organization and documentation** — ability to maintain accurate records, follow checklists, track outstanding requests, and document processes consistently. 7. **Communication skills** — professional proficiency in Spanish and at least B1-level English, with the ability to communicate verbally and in writing with international colleagues and external providers. 8. **IT tools and platforms** — familiarity with ticketing systems, SaaS applications, remote support tools, and asset management or device management platforms. ### **Soft Skills** - **Strong ownership and follow-through.** Takes responsibility for equipment, shipments, and support requests from initiation through completion. - **Highly organized and detail-oriented.** Keeps inventories accurate, tracks multiple shipments, and ensures that no onboarding or offboarding steps are missed. - **Service-oriented.** Understands that IT support directly affects employee productivity and provides timely, patient, and helpful assistance. - **Proactive communicator.** Flags potential delays, missing information, and roadblocks early rather than waiting for others to follow up. - **Practical problem-solver.** Can resolve routine operational issues independently and knows when to escalate more complex technical problems. - **Adaptable and resourceful.** Comfortable working in a growing organization where processes may evolve and operational priorities can change. - **Collaborative and dependable.** Works effectively with distributed teams, People Operations, IT colleagues, vendors, and logistics providers. ### Years of Experience in Field - 1+ years of professional experience in IT support, help desk, IT operations, or a related position. - Previous responsibility for equipment inventories, device provisioning, onboarding/offboarding, or logistics coordination is highly desirable. - Demonstrated experience handling day-to-day IT requests and coordinating operational tasks independently. ### Type of Degree A degree or technical qualification in Information Technology, Computer Systems, Computer Science, or a related field is preferred but not mandatory. Equivalent practical experience in IT support and IT operations is also valuable.