IT Operations Associate: Helpdesk, Onboarding & Security

Fictiv; Monterrey; On-site; MXN 180,000 - 240,000; Full time

Job summary

MISUMI Americas, a division of MISUMI Group, is seeking an IT Operations Support professional in Monterrey, Mexico. This entry-level role reports to the IT Operations Manager and handles Level 1 IT requests, hardware/software onboarding, and basic security tasks as part of a cross-functional IT team.

You will help triage issues, manage accounts (Okta/Entra/Google Workspace), and assist with SaaS integrations while contributing to knowledge base documentation and security initiatives.

Qualifications

• Associate degree in technology, engineering, computer science, or technical trade school.
• 2–5 years of IT help desk or support experience.
• Basic understanding of IAM concepts, including user provisioning and SSO.
• Familiarity with SaaS administration (Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or similar).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ticketing systems (Jira Service Management, ServiceNow, Zendesk).
• Strong communication and customer service skills with a patient, helpful demeanor.
• Ability to document issues clearly and contribute to knowledge base content.
• Willingness to learn SOC 2 compliance practices; technical certifications a plus.
• Experience with Okta or Entra and MDM solutions is a plus.
• Experience administering Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or Office 365 at a large company is a plus.
• Candidates must be comfortable working night shift.

Responsibilities

• Serve as the first point of contact for employee IT support requests via ticketing system, email, phone, and in-person.
• Triage and resolve Level 1 support tickets related to hardware, software, networking, and account access.
• Assist with user account provisioning, password resets, and access management in Okta, Entra, and Google Workspace.
• Support onboarding and offboarding processes, including laptop setup, account creation, and equipment collection.
• Assist senior engineers with integrating SaaS platforms into Okta and Entra (AWS, Salesforce, Greenhouse, etc.).
• Help manage and troubleshoot current SaaS platforms (Google Workspace, Zoom, Slack, Teams, MDM, etc.).
• Perform basic network troubleshooting for LAN/WAN/VPN connectivity issues and escalate complex problems.
• Support site deployments of Security and Facility Access Controls using Avigilon and video monitoring equipment.
• Maintain and update hardware inventory tracking and assist with procurement and surplus tracking.
• Contribute to IT Operations run-books and knowledge base; support SOC 2 compliance and security monitoring.

Skills

Strong communication

Customer service

Documentation

SOC 2 familiarity

Night shift

Problem solving

Education

Associate Degree in Technology

Tools

Jira

Jira Service Management

ServiceNow

Zendesk

Okta

Entra

Google Workspace

Microsoft Teams

Slack

Zoom

Office 365

MDM (Kandji/IRU/Jamf)

Job description

MISUMI Americas, a division of MISUMI Group, is seeking an IT Operations Support professional in Monterrey, Mexico. This entry-level role reports to the IT Operations Manager and handles Level 1 IT requests, hardware/software onboarding, and basic security tasks as part of a cross-functional IT team.

You will help triage issues, manage accounts (Okta/Entra/Google Workspace), and assist with SaaS integrations while contributing to knowledge base documentation and security initiatives.