Senior IT Support & Security Specialist – Remote

AgileEngine, LLC.; Santiago de Querétaro; Presencial; MXN 1.062.000 - 1.592.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth

Competitive USD compensation

Projects with Fortune 500 clients

Flextime

Descripción de la vacante

AgileEngine, LLC. in Querétaro seeks a Senior Help Desk Technician to manage device lifecycle, onboarding/offboarding, and endpoint security, supporting a remote-first workforce. This role deploys security tools like SentinelOne and builds self-service resources.

You will rely on Google Workspace and Jira Service Desk, with strong English communication. Join a fast-growing tech company offering growth and a people-first culture.

Formación

• 4+ years of experience in IT support, systems administration, or IT operations roles.
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
• 3+ years of experience with Google Workspace administration.
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
• Strong background in access management, identity governance, and user lifecycle management.
• Demonstrated ability to lead IT initiatives and drive process improvements.
• Excellent communication skills with experience training and mentoring non-technical team members.
• Strong project management and organizational skills with ability to manage multiple priorities.
• Experience working in fast-paced startup or scale-up environments.
• Strong experience with Google Workspace, Jira Service Desk, and endpoint security tools.

Responsabilidades

• Manage the full laptop lifecycle, including procurement, configuration, deployment, and retirement.
• Maintain inventory and tracking for all company devices.
• Configure and deploy standardized device images with required software and security controls.
• Coordinate device shipping, repairs, replacements, and troubleshooting for the remote-first team.
• Process access requests through Jira Service Desk and follow approval workflows.
• Manage user onboarding and offboarding, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across systems.
• Provide responsive IT support across time zones, following SLAs.
• Build and maintain an internal IT knowledge base and self-service portal.
• Identify tech pain points and improve employee support via feedback and surveys.
• Deploy and manage SentinelOne across endpoints; monitor security alerts.
• Implement and maintain security policies, procedures, and access controls.
• Assist with security audits, incident response, and business continuity planning.
• Monitor data access and retention; ensure compliance.
• Support data security initiatives and policy implementation.
• Manage integrations between tools and troubleshoot issues.
• Support security awareness programs and phishing simulations.
• Keep the team informed about emerging threats and best practices.
• Drive IT task completion through clear communication and follow-ups.
• Identify opportunities to automate routine IT processes.
• Maintain documentation for IT procedures and configurations.
• Track IT metrics and report trends to leadership.
• Use data to prioritize process improvements.

Conocimientos

IT support

Device management

Google Workspace

Endpoint security

Jira Service Desk

Access management

Project management

Communication training

Startup experience

Security awareness

Herramientas

Rippling

Jamf

Intune

Jira Service Desk

SentinelOne

CrowdStrike

Descripción del empleo

AgileEngine, LLC. in Querétaro seeks a Senior Help Desk Technician to manage device lifecycle, onboarding/offboarding, and endpoint security, supporting a remote-first workforce. This role deploys security tools like SentinelOne and builds self-service resources.

You will rely on Google Workspace and Jira Service Desk, with strong English communication. Join a fast-growing tech company offering growth and a people-first culture.