IT Service Desk Engineer (Remote – Guadalajara)

About the role

We are looking for an IT Service Desk Engineer to join our Managed Service Provider team. The role is fully remote but requires the candidate to be based in Guadalajara, Jalisco. You will provide first‑line technical support to US‑based clients across Windows and macOS environments while assisting with cloud administration and automation.

Key responsibilities

• Serve as primary technical contact via phone, email and ticketing system.
• Troubleshoot hardware, software, networking and cloud issues on Windows 10/11 and macOS.
• Support Microsoft 365 and Google Workspace users, including email, collaboration tools and access management.
• Assist with identity and MFA issues using Entra ID and manage device provisioning with Intune, Windows Autopilot and macOS management tools.
• Maintain backup, endpoint security and phishing‑awareness platforms.
• Document all work in PSA and contribute to knowledge‑base and SOP development.

Required profile

• 1‑3 years of experience in IT support, help‑desk or MSP environments.
• Advanced English (C1/C2) with strong verbal and written communication.
• Legal authorization to work in Mexico without sponsorship.

Required skills

• Windows 10/11, macOS.
• Microsoft 365 (Exchange Online, Teams, SharePoint).
• Google Workspace (Admin Console, user provisioning).
• Basic networking concepts – DNS, DHCP, VPN, firewall fundamentals.
• Ticketing systems and Remote Monitoring & Management (RMM) tools.
• Identity management – Entra ID, MFA.
• Endpoint management – Intune, Windows Autopilot, macOS device management.
• Backup, endpoint security and phishing‑awareness solutions.