IT Tier 1 Support

1840; Región Centro; On-site; MXN 285,000 - 311,000; Full time

Job summary

1840 & Company in Guadalajara, Jalisco, Mexico is seeking an IT Support Specialist who will own onboarding/offboarding, manage accounts in Active Directory and Microsoft 365, and liaise with our MSP. You will handle password resets, MFA enrollments, and remote support while documenting procedures and building a knowledge base.

You will work with ERP, phone, and cloud tools, ensure license compliance, and contribute to automation using AI-assisted docs and scripts. Fluency in English is required.

Qualifications

• 2+ years in a help desk or IT support role.
• Experience creating and managing users in Active Directory and Microsoft 365 (Entra ID, Exchange Online).
• Experience with ticket queues in systems such as ConnectWise, Freshservice, Zendesk, or similar.
• Experience supporting Windows computers and iOS/Android devices remotely.
• Experience writing SOPs, knowledge base articles, or process documentation.

Responsibilities

• Onboarding and offboarding: user setup and removal from HR request through handoff, covering AD and M365.
• Everyday account support: password resets, MFA enrollments, and access issues.
• Application administration: tasks in ERP, phone system, routing software, M365, and other apps.
• Ticket queue ownership: manage requests via email, ticket, phone; coordinate with MSP.
• Remote support: troubleshoot via screen sharing and remote tools.
• SOPs and documentation: write and maintain procedures for recurring tasks.

Skills

Active Directory

Microsoft 365

Help desk

PowerShell

Tools

Zendesk

Salesforce Service Cloud

Microsoft Azure

Entra ID

Active Directory

Job description

USD 11 - 12 Hourly Intermediate Level Information Technology (IT)

About the Job

In this role you will serve as the first point of contact for employee technology needs and as a hands-on administrator for accounts, devices, and business applications. You will also be the primary day-to-day liaison with our managed service provider, partnering with the IT Manager on items that require approval. The IT Manager will continue to lead systems architecture, integrations, security policy, and vendor strategy.We are looking for a self-directed professional who takes ownership of their work. You will be entrusted with assignments and given the autonomy to see them through to completion, coordinating with employees, our managed service provider, and software vendors as needed. The IT Manager will provide training and guidance along the way, and we value someone who approaches each challenge with initiative, resourcefulness, and sound judgment.Documentation is central to this role. As you learn and refine processes, you will capture them as clear standard operating procedures (SOPs), building a knowledge base that keeps our work consistent, efficient, and easy to share across the team.Within your first year, success will look like this: new hires have full access on their first day, departing employees are removed from all systems on their last day, every request is tracked through to resolution, and our procedures are documented clearly enough for anyone on the team to follow.

Responsibilities

• Onboarding and offboarding. Own account setup and removal from HR request to confirmed handoff, starting in on-premises Active Directory and covering Microsoft 365, MFA, and every business application the employee needs, with permissions matched to their role.
• Everyday account support. Handle password resets, MFA enrollments, locked accounts, shared mailbox and distribution group access, security group membership, and Teams and Outlook sign-in issues.
• Application administration. Perform delegated administrator tasks in our ERP, phone system, routing software, Microsoft 365, Adobe Creative Cloud, AI tools, and other business applications, including users, roles, licenses, and settings.
• Ticket queue ownership. Work incoming requests in our internal help desk by email, ticket, and phone. Open, track, and follow up on tickets with our managed service provider through their portal, and close the loop with employees.
• Remote support. Troubleshoot issues through Teams screen sharing, and use our remote management tools when a hands-on session or administrator credentials are needed.
• Devices and mobile management. Enroll and manage company laptops, phones, and tablets in Microsoft Intune, help complete our migration to Intune, and coordinate shipping and returns with local managers. Keep the asset inventory current, and work with our wireless carrier on line activations and cancellations.
• Recurring administration. Run routine tasks such as weekly security awareness training reminders and periodic access reviews.
• Software and license compliance. Keep Viking within the terms of the software we use. Track license assignments against purchased counts and user limits, and review the license agreement (EULA) for any software before it is installed or adopted to confirm it is approved for commercial use, not just free for personal use. AI tools can help summarize the terms, but key points are verified against the source document, never assumed. Bring any compliance concerns to the IT Manager.
• AI-assisted work. Use Viking’s approved AI tools (we use Claude) to work faster and smarter: drafting documentation and user guides, writing and checking PowerShell scripts, troubleshooting issues, and finding repetitive tasks that can be automated. Keep credentials and sensitive data out of AI tools.
• SOPs and documentation. Write and maintain standard operating procedures for every recurring task you own, including onboarding, offboarding, device setup, and application administration, so processes are repeatable and easy to hand off.
• Credential security. Store all credentials in our company password manager and share passwords or sensitive information only through approved secure-sharing tools, never in email or Teams.

Qualifications

• 2+ years in a help desk, desktop support, or IT support role (5+ years preferred).
• Hands-on experience creating and managing users in Active Directory and Microsoft 365 (Entra ID, Exchange Online).
• Experience working a ticket queue in a help desk system such as ConnectWise, Freshservice, Zendesk, or similar.
• Experience supporting Windows computers and iOS or Android mobile devices remotely.
• Experience writing SOPs, knowledge base articles, or process documentation, with samples you can share.
• Hands-on experience using AI tools such as Claude, ChatGPT, or Microsoft Copilot in your work, with examples you can describe (scripts, documentation, troubleshooting, or automation).
• A record of owning work independently in a remote role, including coordinating with vendors or a managed service provider.
• Clear, professional spoken and written English, and comfort supporting employees by phone.
• Ability to pass a criminal background check and education verification, and to sign a non-disclosure and confidentiality agreement. This role has access to sensitive company, employee, and customer information.
• Working knowledge of software licensing and compliance, including per-user and per-device licensing and the difference between personal-use and commercial-use terms.
• Professional references we can contact.

Preferred

• Experience with hybrid Active Directory and Entra ID (Entra Connect sync).
• Experience with Microsoft Intune and Windows Autopilot, including migrating devices from another MDM.
• Experience with MFA platforms, RMM tools, and enterprise password managers.
• Experience administering a cloud phone system (users, extensions, call queues).
• Experience managing user roles and permissions in an ERP system.
• Familiarity with Microsoft Azure and server environments.
• Basic PowerShell scripting for bulk user or reporting tasks.
• Experience with C# and SQL, to contribute to internal automation and AI projects as time allows.
• CompTIA A+, Network+, or a Microsoft 365 certification.
• Spanish speaking ability, to support our drivers and field teams.

Skills

Tools/Platforms

Salesforce Service Cloud Mdm Platforms Microsoft Azure Adobe Ai Tools Entra Id Zendesk / Ticketing Systems Active Directory

Common Methodologies/Frameworks

Apple Desktop Support PowerShell Sop Development & Process Documentation

General Skills

Soft Skills

Problem-Solving Ownership Mindset

Education & Experience

Experience

2+ Years

Additional Requirements

Technological Requirements Either Mac or Windows

Language English

City/Province/Country Guadalajara, Jalisco, Mexico

About the Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.

Job Overview

Employment Type

Department

Job Level

Intermediate

Location

Years of Experience

2+ Years

USD 11 - 12 Hourly