Remote IT Support Specialist - Frontline Tech & Access

Joinasher

Mexico

Hybrid

PHP 2,064,118 - 3,096,177

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Job summary

Asher Health is seeking an IT Support Specialist to own frontline IT support, access management, and systems hygiene for an international contractor role based in Mexico. You will ensure day-to-day tech issues are resolved, access records kept audit-ready, and inputs cleaned for developers.

Join a fast-moving startup that values ownership and clear SOPs, with a focus on healthcare tech compliance and international collaboration.

Qualifications

1–3+ years in IT support, helpdesk, or technical operations.
Experience with user access management and troubleshooting SaaS tools.
Experience working in a ticketed or SLA-driven environment preferred.
Comfortable managing multiple systems and user requests simultaneously.
Able to follow SOPs precisely and identify when they need updating.
Clear written communication for tickets, documentation, and user support.
Comfortably escalating issues with complete, structured context.

Responsibilities

Own day-to-day user access requests and lifecycle changes across all systems—including application access, Slack workspace and channel invites, and software seat assignments—maintaining clean, audit-ready records at all times.
Process onboarding, role change, and offboarding access updates accurately and promptly, flagging access inconsistencies or security risks proactively.
Serve as first response for all inbound IT support requests, consistently meeting a 2-hour acknowledgment SLA and a 24-hour maximum resolution time for Tier 1 issues.
Resolve Tier 1 issues independently, including password resets, login and permission errors, software installs, and basic configuration—communicating clearly with requesters on status, resolution, or escalation path.
Gather complete, structured information for technical issues—steps to reproduce, screenshots or recordings, affected systems and users—so developers receive clean, actionable bug reports, and follow up on open issues through resolution.
Convert technical fixes and workflows into clear internal SOPs, maintain the IT knowledge base and centralized IT inventory and access logs, and update audit documentation weekly for compliance readiness.
Monitor automation and integration logs for common execution issues—expired API keys, authentication failures, data formatting errors—and perform daily checks on core operational systems, resolving simple issues independently or escalating with full context.