Global IT Support Specialist I — Remote Office Lead

Copper Hill; Ciudad de México; On-site; MXN 240,000 - 420,000; Full time

Job summary

Copper Hill is seeking a Technical Support Specialist I to join our global IT team in Mexico City. You’ll handle end-user tech issues, manage accounts and devices, and support local office tech needs across time zones.

You will engage in onboarding/offboarding, administer M365 services, and maintain hardware lifecycles while escalating complex problems to the Technical Support Manager. Strong English is required and independent office presence is expected.

Qualifications

• 1+ years in IT support, desktop support or helpdesk.
• Basic M365 administration (Exchange, SharePoint, Teams, Entra ID).
• Experience with device enrollment/management (Intune preferred).
• Strong customer service and communication skills; inclusive approach.
• Ability to support remote users and users in different countries.
• Ability to work independently as the sole IT presence at a remote office.
• CompTIA A+, Microsoft 365 Fundamentals, or similar preferred.
• Requires professional working proficiency in English.

Responsibilities

• Provide Tier 1/Tier 2 support and resolve helpdesk tickets in Jira across end-user technology issues.
• Escalate technical questions and complex issues to the Technical Support Manager.
• Support onboarding: create accounts, provision devices, assign licenses, and configure access.
• Support offboarding: disable accounts, revoke access, recover devices, and wipe and clean up.
• Manage user accounts and access through Entra ID and AppRiver.
• Manage mailboxes, aliases, distribution lists, SharePoint permissions, and Teams support.
• Enroll devices in Intune and Autopilot, and troubleshoot enrollment and compliance issues.
• Deploy applications and updates as directed by the Technical Support Manager.
• Own the local hardware lifecycle: procurement, deployment, maintenance, and decommission.
• Provide basic support for local network infrastructure.
• Support badge access, camera systems, and conference room technology at your office.
• Support local office operations and leadership with technology needs as appropriate.
• Respond to Defender alerts on end-user devices and coordinate with the Technical
• Support Manager and InfoSec team.
• Contribute to the Confluence knowledge base following standards set by the Technical Support Manager.
• Identify and address recurring issues before they affect users.

Skills

Customer service

Communication

Remote support

Independent work

English proficiency

Education

CompTIA A+

Microsoft 365 Fundamentals

Tools

Entra ID

AppRiver

Intune

Autopilot

Exchange

SharePoint

Teams

Jira

Job description

Copper Hill is seeking a Technical Support Specialist I to join our global IT team in Mexico City. You’ll handle end-user tech issues, manage accounts and devices, and support local office tech needs across time zones.

You will engage in onboarding/offboarding, administer M365 services, and maintain hardware lifecycles while escalating complex problems to the Technical Support Manager. Strong English is required and independent office presence is expected.