IT Systems Specialist – Mexico City

About the role

ETAP is looking for a detail‑oriented IT Systems Specialist to support its global IT operations from Mexico City. You will work closely with the Senior Systems Administrator in the USA and regional IT teams to deliver consistent, scalable support across all offices.

Key responsibilities

• Provide L1/L2 end‑user support for hardware, software and SaaS applications using Jira ticketing.
• Troubleshoot workstations, access issues and basic networking, and deliver onsite/deskside assistance.
• Manage global Jira ticket triage, prioritisation, assignment and SLA compliance.
• Maintain the global IT asset inventory in Lansweeper, tracking the full lifecycle from procurement to retirement.
• Enforce approved software standards, monitor licensing and assist with access reviews and audit readiness.
• Create and maintain IT knowledge‑base documentation, runbooks, SOPs and user guides.
• Identify and recommend process improvements to increase efficiency and data accuracy.

Required profile

• 3–5 years of experience in IT support or IT operations.
• Strong troubleshooting and deskside support skills.
• Excellent documentation and organisational abilities.
• Ability to work collaboratively with distributed teams.

Required skills

• Microsoft 365, Entra ID and Intune.
• Jira or similar ticketing tools.
• Lansweeper asset management.
• PowerShell and Python scripting.
• Excel and Power BI for reporting.
• Windows endpoint environments.