Senior IT Support & Security Lead (Remote)

AgileEngine, LLC.; Estado de México; Remote; MXN 1,130,000 - 1,883,000; Full time

Benefits offered by this job

Professional growth

Competitive USD-based pay

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior IT Support Specialist to support a remote-first team with device, access, and IT operations.

You will manage laptop lifecycle with Rippling, deploy secure images, and handle onboarding/offboarding with Jira Service Desk across multiple time zones. You’ll also drive security initiatives, implement access controls, and mentor non-technical staff while collaborating with a fast-growing startup culture.

Qualifications

• 4+ years in IT support, systems administration, or IT operations.
• 3+ years device management with Rippling, Jamf, Intune or equivalent.
• 3+ years Google Workspace administration.
• 2+ years endpoint security (SentinelOne or CrowdStrike).
• Experience with IT service management and Jira Service Desk workflows.
• Strong access management, identity governance, and user lifecycle management.
• Ability to lead IT initiatives and drive process improvements.
• Excellent communication, training, and mentoring non-technical staff.
• Strong PM and organizational skills; can handle multiple priorities.
• Experience in fast-paced startup or scale-up environments.
• Upper-intermediate English.

Responsibilities

• Manage end-to-end device lifecycle using Rippling, including procurement, configuration, deployment, and retirement.
• Maintain accurate asset inventory and tracking across all company devices.
• Configure and deploy standardized device images with security controls and required software.
• Coordinate device shipping and logistics for our remote-first team.
• Handle device troubleshooting, repairs, and replacements.
• Process access requests through Jira Service Desk with appropriate approval workflows.
• Perform user onboarding and offboarding procedures, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across all systems.
• Provide technical support and guidance to team members as needed.
• Provide IT support across multiple time zones with defined SLAs for response and resolution.
• Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.
• Develop and distribute troubleshooting guides and FAQs for common issues.
• Proactively identify technology pain points and friction across the organization.
• Run periodic IT satisfaction surveys and incorporate feedback into support improvements.
• Maintain a positive, responsive approach to IT support across the remote team.
• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring.
• Implement and maintain security policies and procedures.
• Monitor and respond to security alerts and incidents.
• Assist with security audits and assessments.
• Ensure proper access controls on sensitive data repositories.
• Monitor and audit data access and sharing practices.
• Maintain data inventory and processing records for compliance purposes.
• Assist with projects to improve our data security, e.g., review and implement policies around PII, data classification, and retention policies.
• Manage integrations between tools and troubleshoot connectivity or sync issues.
• Support the delivery of security awareness training programs.
• Run phishing simulations and track completion rates for compliance purposes.
• Keep the team informed on emerging threats and security best practices.
• Drive completion of IT-related tasks across the organization through effective communication and follow-up.
• Identify opportunities to automate routine IT processes and workflows.
• Maintain documentation for IT procedures, policies, and system configurations.
• Participate in incident response and business continuity planning.
• Track and report on key IT metrics, including ticket volume, resolution time, device health, and license utilization.
• Provide regular reporting to leadership on IT support trends and areas for improvement.
• Use data to identify recurring issues and prioritize process improvements.

Skills

IT support

Device management

Access management

Security best practices

Communication

Project management

Mentoring

English (Upper-intermediate)

Tools

Rippling

Jamf

Intune

Google Workspace

SentinelOne

CrowdStrike

Jira Service Desk

SAML/SSO

Job description

AgileEngine, LLC. is seeking a Senior IT Support Specialist to support a remote-first team with device, access, and IT operations.

You will manage laptop lifecycle with Rippling, deploy secure images, and handle onboarding/offboarding with Jira Service Desk across multiple time zones. You’ll also drive security initiatives, implement access controls, and mentor non-technical staff while collaborating with a fast-growing startup culture.