IT Operations Support - Mexico

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 a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas.

What’s in it for you?

The Information Technology Operations (IT Operations) team provides critical operational support for all technology systems. This team covers new IT network setup for LAN/WAN/VPC/VPN, desktop hardware configuration and roll-out, desktop software management, access control, security training, and help desk support. IT Operations collaborates closely with the Cloud Infrastructure Operations team to ensure secure access to systems for all employees.

Impact In This Role

As IT Operations Support, you will report to the IT Operations Manager. In this entry-level position, you will serve as the first point of contact for employee and partner IT support requests. You will leverage your foundational knowledge of IAM, Network Administration, Security Event Management, and SaaS Management to triage, troubleshoot, and resolve Level 1 issues. Success in this role will be measured by ticket resolution time, customer satisfaction, and your ability to elevate complex issues effectively while contributing to knowledge base documentation and supporting cross-functional IT projects such as new employee onboarding, hardware lifecycle management, and company-wide security initiatives.

What You’ll Be Doing

• 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 issues.
• 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 (including Amazon Web Services, Salesforce, Greenhouse, and more). Help manage and troubleshoot current SaaS platforms (including Google Workspace, Zoom, Slack, Microsoft Teams, Iru MDM, and more).
• Perform basic network troubleshooting for LAN/WAN/VPN connectivity issues and elevate complex problems to senior team members. Assist with on-site deployment and maintenance of Networking Services utilizing Cisco Meraki and FortiGate equipment under senior guidance.
• Support site location deployments of Security and Facility Access Controls using Avigilon and video monitoring equipment. Maintain and update hardware inventory tracking, including assignment, provisioning, and surplus tracking.
• Contribute to the development and maintenance of IT Operations run-books and knowledge base articles. Follow security policies and procedures to support SOC 2 compliance. Assist with monitoring SIEM dashboards and escalating security alerts to senior team members.
• Provide desktop hardware configuration, software installation, and roll-out support for employees. All employees are expected to maintain and contribute to the QMS.
• Associate Degree in Technology, Engineering, Computer Science, or Technical Trade School.
• 2 - 5 years of experience in an IT help desk or support role.
• Basic understanding of IAM concepts, including user provisioning and SSO.
• Familiarity with SaaS administration (Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or similar).
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).
• Strong communication and customer service skills with a patient, helpful demeanor.
• Ability to document issues clearly and contribute to the knowledge base content.
• A solid understanding of or willingness to learn SOC 2 compliance practices.
• Technical certifications (CompTIA A+ / Network+ / Security+) a plus.
• Experience with Okta or Entra administration a plus.
• Experience with MDM solutions (Kandji, Iru, Jamf, or similar) a plus.
• Experience administering Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or Office 365 for a large-size company a plus.
• Candidates must be comfortable working in a night shift.

We’re actively seeking teammates who:

• Bring diverse perspectives and experience to our culture and company.
• Excel at being part of a strong, empathetic team.
• Thrive in an environment emphasizing respect, honesty, collaboration, and growth.
• Have an ‘always learning’ mindset that celebrates learning, not just wins.
• Help us continue to build a world-class organization that values the contributions of all of our teammates

We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.